Director, Global Customer Experience

** - Lead global 24x7 application support and SaaS operations teams to ensure robust, compliant, and reliable service for regulated financial services clients. - Manage and develop Service Delivery Managers responsible for contracted service outcomes, executive relationship management, and operational governance for key accounts. - Design, implement, and enforce ITIL-aligned processes and global standards across all regions to ensure consistency, auditability, and service excellence. - Own the global service catalogue and support model, standardizing offerings, SLAs, and engagement models while enabling localisation where appropriate. - Drive an AI-first agenda across support and service delivery to reduce manual effort, accelerate resolution, and improve predictability using AI, automation, and analytics. - Own and optimize service management tooling, with emphasis on Jira Service Management, to ensure mature use of workflows, SLAs, automations, integrations, and reporting. - Establish clear KPI frameworks and governance rhythms with internal stakeholders and strategic clients. - Serve as a senior operational escalation point for major incidents and high-impact client issues, including communication with senior client and internal executives. - Partner with Product, Engineering, Sales, and Customer Success teams to align service delivery with the product roadmap, customer commitments, and commercial objectives. - Define, standardize, and scale new service offerings to support growth targets. - Build and sustain a high-performing, diverse global team, developing succession plans and leadership capability across regions. **Experience and Qualifications:** - Significant experience (typically 10+ years) in customer support, service delivery, or customer experience within enterprise software / SaaS, serving global financial services or similarly regulated industries. - At least 5 years in a senior leadership role managing global, 24x7 teams in time-pressured environments. - Proven ownership of ITIL-aligned service management, with formal ITIL certification. - Hands-on experience with service management platforms, ideally Jira Service Management, including configuration of SLAs, workflows, queues, and automations. - Demonstrated success using AI, automation, and data to improve efficiency, quality, and client satisfaction. - Experience standardizing services across regions and scaling support/service offerings in a growing yet established organization. - Strong track record engaging senior stakeholders at major financial institutions, including during incidents and complex escalations. - Excellent leadership, communication, and change-management skills, with the ability to influence at C-suite level. **Key Competencies:** - Customer-centric and commercial mindset. - Strong command of ITIL, ITSM tooling, and KPI design. - Comfortable with AI and automation in support and service delivery. - Experienced in leading distributed teams and driving standardization. - Able to design and grow profitable service offerings supporting enterprise-scale growth. **KPIs and Success Metrics:** - SLA compliance and reduction in major incidents and critical outages. - Improvements in response and resolution times, backlog health, and first contact resolution. - CSAT and NPS at or above target levels, with continuous improvement. - Increased use of self-service and AI-driven resolutions while maintaining/improving client satisfaction. - Introduction of efficiencies and automation to improve margins. - Adoption, profitability, and standardization of global service offerings across key regions and accounts. (Note: The additional details about SymphonyAI have been omitted as per the instructions provided.) As the Director, Global Customer Experience at SymphonyAI, you will have the exciting opportunity to lead a global organization in delivering world-class post-sales experience to tier-one and tier-two financial services institutions. Your role will be pivotal in scaling a well-established but growing enterprise software business by standardizing service globally and driving innovation and efficiency through an AI-first strategy. **Role

** - Lead global 24x7 application support and SaaS operations teams to ensure robust, compliant, and reliable service for regulated financial services clients. - Manage and develop Service Delivery Managers responsible for contracted service outcomes, executive relationship management, and operational governance for key accounts.