Director of Customer Experience

As Director of Customer Experience, you will lead the transformation of our customer contact operation and help improve the customer journey across nine country organisations, creating a more consistent, digital and cost-effective way of working. This is an operational transformation role where success will be measured by what changes in practice – in service, adoption and cost. 

Your responsibilities include: 

Change leadership 
Change leadership is at the heart of this role. You will: 

• Own the change programme end to end – from diagnosis and target model to market-by-market sequencing and adoption. 

• Drive adoption across the country organisations by making the case for change, addressing resistance and ensuring new ways of working become embedded in practice. 

• Lead the organizational transformation together with People & Culture, including changes to roles and organisation. 

Digitisation and automation 
Digitisation and automation will be central to reducing cost and unnecessary customer contact. You will: 

• Define and execute the approach to deflection and automation, identifying where contact can be prevented and where AI, voice bots or other automation can handle customer contact. 

• Lead the selection of the Group CX platform, including evaluation and commercial negotiations, and work with Group IT on the integrations required. 

• Build effective self-service and assess AI and automation solutions based on measurable results and their ability to operate at scale across nine languages. 

Running the operation 
Alongside leading the transformation, you will be responsible for ensuring the customer contact operation performs effectively. You will: 

• Design the target operating model for customer contact, balancing shared services with genuine local requirements and delivering the cost and organisational efficiencies enabled by automation. 

• Establish the customer service handbook, standard operating procedures and common KPIs across markets, including contact volume, first contact resolution, cost per contact, deflection and customer satisfaction. 

• Spend meaningful time in the operation itself during the first 6 to 12 months to diagnose issues directly, rather than relying solely on reporting. 

• Own vendor relationships and contracts, ensuring clear oversight of cost, scope and competitive testing.