Director, Customer Experience, Global Business Services (GBS)

Key Responsibilities

• CX Strategy, Framework and Governance: Shape and continuously improve the GBS CX strategy aligned to enterprise priorities and customer needs. Own and deploy a unified GBS CX Framework with clear standards, measures, governance and ways of working, ensuring consistent adoption across Service Towers, Functions and Hubs.
• Voice of Customer and Measurement: Define and run a robust Voice of Customer ecosystem (listening points, feedback channels, measurement and insight synthesis). Refine CX measurement approaches (e.g., NPS, CSAT, CES) and establish longitudinal tracking to monitor trends, impact and shifting priorities.
• Customer Journeys and Insight to Action: Lead end‑to‑end journey mapping to identify friction, pain points and moments that matter. Govern a closed‑loop insight‑to‑action process so insights translate into prioritised, owned and tracked improvements; monitor effectiveness and influence stakeholders to keep customer priorities central.
• Analytics, Dashboards and Reporting: Develop and leverage analytics and insight tools to identify themes and support prioritisation. Define standard CX dashboards for leaders and operational teams, integrating CX outcomes into broader Service Excellence and Performance reporting.
• Perception, Advocacy and Value Proposition: Drive initiatives that improve customer perception and advocacy, tracking progress against CX measures. Partner with Service Towers to articulate and promote the GBS value proposition, linking service excellence to business value and new opportunities; support customer‑facing communications during service issues or disruptions.
• CX Platforms and Tooling: Act as Product Owner for CX platforms (e.g., Qualtrics), overseeing configuration, governance, data models and reporting standards. Partner with Enterprise CX, IT and Data teams on tooling alignment, architecture and best practice.
• Stakeholder Partnership and Growth: Build strong relationships with GBS leadership, internal stakeholders and key customer contacts to advance partnerships and enable new business opportunities. Ensure CX priorities are reflected in service strategies and improvement roadmaps.
• CX Leadership and Capability: Be a visible advocate for customer‑led decision‑making in service design and delivery. Drive behavioural and cultural adoption of CX ways of working across Towers and Hubs, and build capability through coaching, standards, playbooks and communities of practice.

Qualification & Requirements

• Extensive experience (5 – 10 years) in GBS ecosystems in similar roles, focused on driving customer advocacy and directly supporting the organization’s growth agenda, customer satisfaction, and employee experience enhancement.
• Demonstrated experience leading and scaling enterprise wide CX implementations across large, complex GBS or shared services organisations.
• Proven track record of developing and implementing strategic CX operating models across multiple service lines and geographies, resulting in improved customer perception (e.g., driven NPS/CSAT increases).
• Hands on experience with enterprise CX platforms (e.g. Qualtrics), including survey design, dashboarding, analytics, and insight dissemination at scale.
• Strong understanding of CX data structures, segmentation, and trend analysis in complex organisations.
• Experience in customer journey mapping and translating insight into practical improvement priorities.
• Ability to drive change without direct authority, balancing strategic direction with hands on execution.
• Ability to influence senior leaders and service owners to act on customer insight in complex, matrixed organisations
• Good written and verbal communication skills, with the ability to articulate clear and consistent messaging
• Proven leadership skills and collaborative behaviour required to establish ways of working and to drive successful delivery against strategy.
• Ability to operate in a fast-paced, evolving environment with competing priorities.

Benefits

No information available.