The Customer Service Experience Director role sits within the Customer AI Experience and is a role within the Customer AI Experience Leadership Team. The Customer AI Experience is the function within Global Customer Success responsible for the relationship with its customers

Responsibilities include but are not limited to:

Customer Experience Leadership

• Own and evolve the customer experience strategy, ensuring it reflects an outside-in perspective through customer journey mapping and continuous feedback.
• Lead service experience processes including Every Case, Smiley Face feedback, and Survey Feedback Task workflows.
• Champion high-quality communication standards across all customer and partner interactions.
• Ensure Unified Support teams adhere to service experience protocols and deliver consistent, high-impact support.
• Identify and drive service improvements in collaboration with cross-functional teams, focusing on initiatives that enhance customer satisfaction and deliver measurable business value.

Knowledge & Community Management

• Lead the knowledge and community strategy with a focus on case deflection, AI-driven insights, and scalable self-service.
• Cultivate a culture of continuous improvement through active community engagement, feedback loops, and recognition programs.
• Collaborate with internal stakeholders to ensure knowledge assets and community platforms are aligned with customer needs and business goals.

• Bachelor's degree
• At least 10 years of experience in a customer service experience role

Requirements

• Customer-oriented and collaborative mindset
• Excellent communication, change management, and enablement skills
• Strong team player and ability to work with global teams
• Excellent stakeholder management and cross-functional leadership
• Ability to manage multiple tasks simultaneously
• Strong analytical and problem-solving skills
• Data-driven decision-making and continuous improvement orientation