Director of Customer Experience, Design

About the role

The Design Director is one of the most senior leaders in the Customer Experience organisation, accountable for the full performance of the Design domain and for outcomes that roll up to the overall CX organisation: CSAT, SLA performance and Cost of Support. This role owns the operating model, people decisions, quality standards, KPI performance and transformation agenda for the Design domain.

What you'll do

• Own CSAT, SLA and Cost of Support outcomes for the Design domain, with clear reporting to CX Leadership
• Own the operational KPIs that drive those outcomes: First Reply, Next Reply, First Contact Resolution, Reopen Rate and Abandoned Call performance
• Own hiring, promotion, performance management and termination decisions across the domain, within company and HR policy
• Ensure support quality is maintained through clear standards, coaching, knowledge use, escalation handling and customer communication
• Lead the domain SMEs as a strategic knowledge capability: capture tacit product knowledge, convert it into training, documented guidance and AI-usable content

What you need

• Customer service
• Escalation handling
• Communication
• Performance management
• VBA
• Any graduate

Good to have

• Zendesk