Job Description

Introduction

The Director, Global Customer Experience will lead a global organisation delivering world‑class post‑sales experience to tier‑one and tier‑two financial services institutions, covering 24x7 application support and a team of Service Delivery Managers responsible for a mission‑critical SaaS platform. This director‑level role is pivotal to scaling a well‑established but growing enterprise software business, standardising service globally while driving innovation and efficiency through an AI‑first strategy.


Job Description

Role Responsibilities

  • Lead global 24x7 application support and SaaS operations teams, ensuring robust, compliant, and reliable service for regulated financial services clients.
  • Manage and develop Service Delivery Managers accountable for contracted service outcomes, executive relationship management, and operational governance for key accounts.
  • Design, implement, and enforce ITIL‑aligned processe...

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