Director, GBS Customer Experience

The Director of Customer Experience will be responsible for strategic development, oversight and influence on programs that have a direct and positive impact on our customers experience. He/she will report into the Head of Enablement & Transformation, with the Customer Excellence - Global Business Services business unit.

The Director of Customer Excellence will lead and transform our approach to customer satisfaction, driving a culture of continuous improvement, innovation, accountability and customer-centricity. This role will have oversight of our Transactional Customer Experience, Quality Assurance and Customer Complaints functions; ensuring service excellence, operational efficiency, and proactive issue resolution.

The ideal candidate will have mastery of contemporary CX management & measurement practices; including: integration of AI into CX management plan, personalization through data analytics, omnichannel customer engagement and customer propensity/crosselling/upselling. This is a global role that includes working across global functions and geographies to mobilize the company around a unified view of the customer experience that defines, develops and oversees the implementation of a portfolio of initiatives designed to optimize customer experience. And, leveraging data to identify opportunities to improve customer experience and build customer loyalty. This role aligns key functions to establish and continuously improve a measurement framework and achievement targets for customer experience.

Responsibilities include building a multi-year strategy and execution roadmap, managing and owning all aspects of the program, coordinating input of stakeholders, holding the team accountable to commitments and timelines and communicating progress and updates to all levels of the organization.

Customer Excellence Strategy: Develop and execute a comprehensive customer excellence framework that enhances satisfaction, loyalty, and brand advocacy.

Quality Assurance Leadership: Oversee quality assurance programs to ensure best-in-class service delivery, compliance, and operational consistency.

Customer Complaints & Resolution: Lead and optimize the customer complaints function, implementing proactive solutions to reduce pain points and improve resolution efficiency.

Voice of the Customer (VoC): Champion data-driven customer insights, feedback loops, and sentiment analysis to drive business decisions. Technology & Innovation: Utilize AI, automation, and CX analytics to enhance customer interactions and streamline processes.

Cross-Functional Collaboration: Partner with Product, Operations, Sales, and Technology teams to align on customer-centric initiatives and priorities.

Change Management: Lead cultural transformation initiatives that embed customer excellence as a core business value.

Leadership & Development: Build and mentor a high-performing team, fostering a culture of accountability, innovation, and customer obsession.

Job Requirements:

Background & Experience

10+ years of leadership experience in Customer Experience, Quality Assurance, or Service Operations within a global organization.

Proven track record in driving CX transformation, leveraging digital tools, automation, and AI.

Strong knowledge of CX metrics (NPS, CSAT, CES, etc.) and the ability to translate insights into strategic actions.

Expertise in customer journey mapping, process optimization, and service design.

Experience in leading customer complaints and resolution functions, with a data-driven and empathetic approach.

Exceptional stakeholder management and the ability to align cross-functional teams on CX priorities.

Strong analytical, problem-solving, and decision-making skills.

Experience in scaling global customer experience operations, particularly in fast-paced, high-growth environments.

Passionate about customer-first culture with a strong business acumen and executive presence.

BA or BS in business, marketing or other related field. MBA a plus. Organizational Interlocks

Operations functions

IT

Data/Analytics

Sales

Product Management

Marketing

SET Members and other SLTs

HR