Customer Experience and Community Engagement Director

The ideal candidate

For this new position, we seek a dynamic Director of Customer Experience and Community Engagement (CCX) to continue elevating Western Water’s strategic vision and amplify our regional impact. In this pivotal role, you’ll partner closely with our Assistant General Manager to lead the Customer Service, Customer Experience, and Strategic Communications teams, providing strategic plans and daily operational support. Your mission? To integrate customer experience into districtwide business planning, enhance service delivery, shape messaging and community engagement strategies—all to enhance and protect customer trust.

We’re looking for a leader who can:

💧 Grow and elevate high-performing teams

💧 Accelerate results through coaching, clarity, and strategic focus

💧 Champion districtwide adoption of enterprise customer experience initiatives

💧 Strengthen trust through thoughtful, transparent communications

💧 Work seamlessly across divisions as part of a dynamic, highly aligned executive team

Must-have experience and expertise:

➤ Proven leadership of cross-functional teams.

➤ Customer experience (CX) strategy expertise.

➤ Operational and organizational change leadership.

➤ High emotional intelligence and advanced relationship management.

➤ Strong ability to translate data into actionable business decisions.

➤ Executive-level judgment and political acumen.

➤ Minimum 9 years relevant professional experience + 5 years management.

➤ Strategic communications, customer service, external relations or public engagement experience a plus.

If you are ready to join a results-oriented, fast-paced team, able to see the bigger picture, have a heightened sense of emotional intelligence, and are aware of enterprise customer experience integration— we'd love to hear from you.

Who we are

Western Municipal Water District (Western Water) is one of the largest public agencies in Riverside County, providing water and wastewater (sewer) services to nearly one million people across 527-square-miles of inland southern California. Our customers are essential partners in ensuring long-term water resiliency for our region. Together, the Western team is focused on being the definitive leader in water and wastewater (sewer) services, upholding the highest level of stakeholder trust, and ensuring an exceptional customer experience.

Western Water's Strategic Communications division serves as the agency's centralized source of public and community information. Our seat at the table means we work collaboratively to support the entire Western Water team, including all departments. We frequently interact with elected officials, executive management, and community leaders to strategically share information and engage with employees, customers, member agencies, businesses, community groups, the public, the media, and other stakeholder groups.

What we are looking for

As CCX Director, you will be focused on unifying communications, customer service, and customer experience into a powerful, cohesive platform understood districtwide—one that strengthens stakeholder engagement, builds public trust, and delivers clear value to Western Water and the communities we serve. Here’s what we expect from a seasoned communications and customer experience leader:

1. Executive Leadership and Strategy:

Shape customer experience and communication at Western Water, working alongside and advising a dynamic executive team.

2. Lead the charge in creating data-driven strategies that align with our ambitious priorities. Bring your proven leadership and team development skills along with your sharp analytical skills and innovative mindset to build and implement high-impact, results-oriented department plans.

3. Departmental Management:

 Inspire and energize the CCX team to turn strategy into frictionless execution by aligning cross-functional teams around a shared purpose. Foster collaboration among functionally diverse teams, ensuring clarity of roles, shared goals, consistent performance standards, and efficient business processes. Balance the big picture with operational excellence—your strategic partnership will set the pace, but your attention to detail and daily operational business acumen will keep everything running smoothly. Oversee budgets, resources, and contracts with a keen eye for efficiency and value.

4. Effective Relationships:

Build strong, authentic relationships with senior leaders, the Board of Directors, and across departments to amplify the impact of customer experience initiatives. Be a connector—bringing together internal teams and external partners to create a culture of shared learning and innovation.

5. Customer Experience and Service Innovation:

Demonstrate a deep understanding of customer service and experience principles and the ability to apply them within Western Watern. Support continued transformation of customer service into a proactive, insights-driven powerhouse that anticipates needs and exceeds expectations. Harness the power of technology and data to innovate service delivery, ensuring measurable results and continuous improvement. Lead change with confidence and care, aligning customer experience strategies with Western Water’s goals and shaping the future of water service for our communities.

Western Water employees within this classification may be asked to work weekends, evenings, and holidays as required to accommodate department needs, in addition to responding as a Disaster Emergency Service Worker.

How to apply

To be considered, all applications

be submitted through our official careers page:

. Please note: