Global CX Director - AI-Driven Support

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

Benefits offered by this job

Holiday entitlement

Treatwell vouchers

Mental health support

Market benefits

OTE salary

Job summary

Treatwell is seeking a Director of Customer Experience to lead a multilingual, multi-market CX team across consumer and partner ecosystems. You will set strategy, build the operating model, and scale the function to match business growth.

You'll partner with Product, Engineering and market leaders to improve end-to-end experience, own KPI frameworks, and drive customer and partner satisfaction across markets and channels.

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: defining KPIs and making decisions from evidence.

Responsibilities

• Define the CX strategy and operating 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 and optimize the AI-enabled support model with Product and AI teams.
• Run operating rhythm, forecasting and workforce management to keep service consistent.

Skills

CX leadership

Strategic thinking

Data fluency

Communication

Influence without authority

Tools

Chatbot platforms

Job description

Treatwell is seeking a Director of Customer Experience to lead a multilingual, multi-market CX team across consumer and partner ecosystems. You will set strategy, build the operating model, and scale the function to match business growth.

You'll partner with Product, Engineering and market leaders to improve end-to-end experience, own KPI frameworks, and drive customer and partner satisfaction across markets and channels.