Customer Experience Director

Role Overview

As Director of Customer Experience, you will lead a multilingual, multi-market CX team, reporting to the Chief Experience Officer. You will set the strategy, define how we operate, and build the team and structure that let CX scale with the business.

What You Will Do

You will be responsible for customer and partner satisfaction results across markets and channels, CX strategy and operating model, and the structure, capability, and performance of a multilingual team across regional and hub operations.

Why It Might Be a Fit

You will be accountable for customer and partner satisfaction, and you will work closely with Product, Engineering, and market leaders to improve the experience end to end.

Requirements

• 12+ years of senior experience leading customer experience or support operations at scale
• Leadership of multilingual teams across multiple markets
• Experience in a chat-first or AI-enabled support environment
• Strong data fluency: you define your own KPIs, track leading indicators and decide from evidence
• Credibility with product, engineering and commercial leaders, and the ability to influence without authority
• Excellent communication and leadership across cultures

Benefits

• 28 working days holiday, plus local bank holidays
• Monthly €40 Treatwell vouchers
• Mental health support through our partnership with Open-Up
• Market-specific benefits