Customer Experience Director

Role Overview

Lead a multilingual, multi-market CX team, reporting to the Chief Experience Officer. Set the strategy, define how to operate, and build the team and structure that let CX scale with the business. Accountable for customer and partner satisfaction, and work closely with Product, Engineering and market leaders to improve the experience end to end.

What You Will Do

Lead the CX organisation, define the CX strategy and execution model across all markets, build a scalable structure with clear accountability at every level, create a high-performance culture grounded in customer empathy, quality and continuous improvement, launch new support models across markets, setting channel standards from the ground up, shape our AI-enabled support model, partner with Product and AI teams to improve chatbot accuracy, escalation design and handoff quality, design a seamless journey across automated, live agent and asynchronous channels, identify automation opportunities that improve experience and efficiency together, run operational excellence, establish the operating rhythm, forecasting and workforce management capability that keep service consistent across markets and languages, embed QA, coaching and training frameworks, define a KPI framework, with leading indicators, that drives decisions from evidence, be the voice of the customer and partner, translate customer and partner insight into clear, prioritised opportunities for Product and Engineering, own the feedback loop on the chat interface and tooling, so CX friction points are visible and acted on, work with market teams and country leads to align local priorities with global standards.

Why It Might Be a Fit

Customer-obsessed, strategic and hands-on, performance-focused and people-first, commercially minded, with 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, credibility with product, engineering and commercial leaders, and the ability to influence without authority, excellent communication and leadership across cultures.

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
• 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