Director de Customer Experience (CX)

About the role

The client is seeking a disruptive Director of Customer Experience (CX) to lead a full‑scale transformation across experience, processes and technology. This senior position will shape the omnichannel CX strategy, drive automation initiatives and steer data‑driven decision making at the executive level.

Key responsibilities

• Define the CX strategy and omnichannel roadmap (service, digital, stores, contact centre) with a focus on processes and technology.
• Design and implement automation projects such as conversational AI, AI agents, self‑service solutions, RPA and data‑mining pipelines.
• Oversee operational billing and collection for B2C and B2B segments, migrating legacy models to AI‑driven operations.
• Execute end‑to‑end churn management: KPI analysis, customer segmentation and data‑based retention strategies.
• Establish CX governance, actionable KPIs and data storytelling to influence executive committee decisions.
• Lead and nurture teams, promoting autonomy, proactivity and a disruptive mindset.

Required profile

• Master’s degree preferred and at least 8 years of experience in CX, digital transformation, operations or process management within multinational organisations.
• Advanced English (C1) and a proven track record of delivering measurable AI/automation projects.
• Experience managing contact centres, billing/collection platforms and omnichannel solutions.
• Strong analytical background with expertise in data mining, NPS/CSAT analysis, dashboard creation and data storytelling.
• Executive presence, autonomy and the ability to challenge the status‑quo.

Required skills

• Conversational AI
• AI agents
• Self‑service platforms
• Robotic Process Automation (RPA)
• Data mining
• NPS/CSAT analytics
• Dashboard development
• Omnichannel platforms
• Contact‑centre management
• Billing & collection systems