Company DescriptionIFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award winning enterprise software solutions through the use of embedded digital innovation and a singlecloud-based platform to help businesses be their best when it really matters–at the Moment ofService.At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with ourcustomers, but on how we can make a real change and have a worldwide impact. We help solve some ofsociety's greatest challenges, fostering a better future through our agility, collaboration, and trust. We celebrate diversity and accept that there are so many different perspectives in this world. As a trulyinternational company serving people from around the globe, we realize that our success is tantamountto the respect we have for those different points of view.By joining our team, you will have the opportunity to be part of a global, diverse environment; you willbe joining a winning team with a commitment to sustainability; and a company where we get thingsdone so that you can make a positive impact on the world.We're looking for innovative and original thinkers to work in an environment where you can#MakeYourMoment so that we can help others make theirs.If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFSJob DescriptionThe 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 customersResponsibilities include but are not limited to:Customer Experience LeadershipOwn 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 ManagementLead 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.QualificationsBachelor's degreeAt least 10 years of experience in a customer service experience roleAdditional InformationRequirementsCustomer-oriented and collaborative mindsetExcellent communication, change management, and enablement skillsStrong team player and ability to work with global teamsExcellent stakeholder management and cross-functional leadershipAbility to manage multiple tasks simultaneouslyStrong analytical and problem-solving skillsData-driven decision-making and continuous improvement orientation #J-18808-Ljbffr