Director of Customer Experience
Core
Lead the transformation of customer contact operations across nine country organizations to create a consistent, digital, and cost-effective way of working.
Role type
Director of Customer Experience (Operational Transformation)
Builds
Customer contact operations, self-service platforms, and automation solutions for a pan-European real estate group.
Domain
Real Estate / Customer Operations / Digital Transformation
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Change leadership, operational transformation, digitization and automation strategy, P&L management, vendor relationship management, data-driven decision making, multi-market operations
Preferred skills
Nordic or CEE language proficiency, shared service center experience
Technologies
AI, voice bots, CX platforms, automation tools
Responsibilities
Own the end-to-end change programme from diagnosis to adoption; define and execute deflection and automation approaches; lead selection of the Group CX platform; design the target operating model balancing shared services and local requirements; establish standard operating procedures and KPIs; spend time in the operation to diagnose issues directly; own vendor relationships and contracts.
Seniority
Director, hands-on operational leader