Director of Customer Experience

Job description

Key Responsibilities Strategic Leadership & Transformation: Process mapping, Optimization, and Operational Excellence - Define and execute a global CX roadmap aligned with business objectives and growth priorities. - Define and lead the customer experience strategy across the full customer lifecycle. - Establish a vision for a digitally enabled, scalable, and customer-centric operating model - Lead transformation initiatives focused on digital enablement, AI and automation, and process optimization. - Map, document, and analyze existing customer experience processes. - Identify inefficiencies and design future-state workflows. - Build metrics and dashboards to monitor performance with key metrics such as NPS, CES, CSAT, and digital adoption. - Lead workshops, readiness planning, and workflow alignment sessions. Customer Engagement & Retention: - Develop strategies to enhance customer engagement and foster long-term loyalty. - Implement journey mapping and experience design to optimize end-to-end customer interactions. Cross-Functional Collaboration: - Partner with Product, Information Technology, Supply Chain, and Commercial teams to ensure consistent global service delivery and ra...