Lenward Lee Brackin
Director of Customer Experience @Xpress Global Systems (XGS)
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WORK HISTORY
Director of Customer Experience @Xpress Global Systems (XGS)
Chattanooga, TN, US
As the Director of Customer Experience I am tasked to lead the charge in elevating how our customers interact with XGS. Oversees the full customer journey — from onboarding to delivery — ensuring consistency, quality, and innovation in every touchpoint.Key Responsibilities:Develop and implement a customer experience strategy aligned with XGS’s mission and growth goals.Lead and mentor the Customer Experience team, promoting a culture of empathy, accountability, and problem-solving.Partner cross-functionally with operations, sales, and technology teams to streamline processes and enhance service delivery.Monitor and analyze customer feedback, satisfaction scores (NPS/CSAT), and retention metrics to identify opportunities for improvement.Champion new tools and technologies that improve responsiveness, communication, and overall customer engagement.Act as the voice of the customer in executive decision-making, advocating for solutions that drive loyalty and long-term partnerships.
EDUCATION
University of Memphis
Bachelor’s Degree, Marketing
The University of Tennessee at Chattanooga
Bachelor of Science - BS, Marketing
The University of Tennessee at Chattanooga
Bachelor’s Degree, Marketing
ABOUT LENWARD LEE BRACKIN
Lenward \"LB\" Brackin Jr is a dynamic Chattanooga born Marketing graduate, seasoned logistics executive, media personality, and dedicated community advocate—rooted in Chattanooga and committed to uplifting those around him Education & Early Roots• Studied Marketing at the University of Memphis (2001–2003), then earned a B.S. in Marketing from the University of Tennessee at Chattanooga, graduating in 2006.• Awarded a “Together We Can” scholarship through the Community Foundation of Greater Chattanooga, recognizing his drive and first-generation college experience. Career Journey• Began as a Team Leader/Transition Lead at Convergys (2006–2011), then progressed into operational roles at Integrity Staffing Solutions (2011–2017).• Briefly served the U.S. Department of Veterans Affairs as a Medical Support Assistant in 2018.• Joined Xpress Global Systems (XGS/XGSI) as Customer Experience Manager, rising to Director of Customer Service & Inside Sales. In this leadership role, he oversees both support and sales teams—fostering innovation in logistics while championing exceptional client experiences. Media & Community Involvement• Regular contributor and host on AMPLIFY with RISE Chattanooga, discussing community issues and celebrating local professionals.• Host of the engaging podcast According to Man, which tackles self-care, fashion, relationships, and the male perspective on sociocultural topics. Leadership & ImpactLB is known for building personal and corporate brands—championing professional growth and team excellence. His LinkedIn posts often encourage others to “Build Yourself a Brand You Can Be Proud Of,” showcasing his passion for mentoring emerging talent. Chattanooga’s OwnA proud Chattanooga resident, LB embodies local engagement and service. His journey—from scholarship recipient to logistics leader and community voice—highlights a commitment to giving back and elevating others in his city.
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