Global CX Director, AI-Driven Service & Growth

Treatwell; Madrid; On-site; EUR 80,000 - 95,000; Full time

Benefits offered by this job

28 days holiday

€40 vouchers monthly

Mental health support

Market-specific benefits

Job summary

Treatwell is seeking a Director of Customer Experience to lead a multilingual, multi-market CX team, reporting to the Chief Experience Officer. You will set strategy, define operating models and build a scalable structure that drives customer and partner satisfaction across markets.

You will shape an AI-enabled support model with Product and Engineering, own KPI framework, and work with country leads to balance local needs with global standards.

Qualifications

• 12+ years of senior experience leading customer experience or support operations at scale.
• Leadership of multilingual teams across multiple markets.
• Experience in a chat-first or AI-enabled support environment.
• Strong data fluency: you define KPIs, track leading indicators and decide from evidence.
• Credibility with product, engineering and commercial leaders, and the ability to influence without authority.
• Excellent communication and leadership across cultures.

Responsibilities

• Define the CX strategy and execution model across all markets.
• Build a scalable structure with clear accountability at every level.
• Create a high-performance culture grounded in customer empathy, quality and continuous improvement.
• Launch new support models across markets, setting channel standards from the ground up.
• Shape our AI-enabled support model and partner with Product and AI teams to improve chatbot accuracy and handoff quality.
• Run operational excellence by establishing the operating rhythm, forecasting and workforce management capability.
• Be the voice of the customer and partner by translating insights into opportunities for Product and Engineering.

Skills

Senior CX leadership

Multilingual teams leadership

AI-enabled support

Data-driven decisions

Cross-functional collaboration

Influence without authority

Job description

Treatwell is seeking a Director of Customer Experience to lead a multilingual, multi-market CX team, reporting to the Chief Experience Officer. You will set strategy, define operating models and build a scalable structure that drives customer and partner satisfaction across markets.

You will shape an AI-enabled support model with Product and Engineering, own KPI framework, and work with country leads to balance local needs with global standards.