Global Head of Customer Experience

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Conduct a comprehensive customer experience (CX) audit

• Identify and map every client interaction across various services

• Develop the CX operating framework

• Oversee daily support performance across all business divisions

• Establish the VIP client program

• Create operating models, tools, and governance that scale with client growth

• Develop automated systems for tracking client experience in real-time

• Collaborate with internal stakeholders to integrate client experience considerations into strategic decisions

• Manage the analytics framework linking CX performance to business results

• Present reports at the leadership level

⛳️ Requirements

• Proven experience in managing numerous direct and indirect reports across diverse functions and regions

• Proficient in designing governance frameworks, team accountability models, and process methodologies

• Comfortable working with predictive and prescriptive analytics

• Hands-on experience in implementing AI-driven support solutions

• Strong credentials in architecture and analytics

• Demonstrated capability to correlate CX performance with business results

• History of aligning product, marketing, compliance, and commercial teams towards CX objectives

• Experience in leading large, distributed teams through substantial organizational transformations

🏝️ Benefits

• Competitive base salary along with a performance-based bonus

• Standard employee benefits are available