Customer Experience Global Director

Illumiti Inc.; Puebla de Zaragoza; Hybrid; MXN 3,322,000 - 5,168,000; Full time

Benefits offered by this job

Flexible working time models

Home office

Pension scheme

Health offers

Job summary

Syntax is seeking a Customer Experience Global Director to define and execute its worldwide CX strategy across markets, channels, products, and touchpoints. This executive leads customer-centric transformation, partnering with Sales, Marketing, Product, Operations, Customer Service, Digital, IT, and regional leaders to translate insights into measurable outcomes.

You will drive governance, standards, and KPIs, oversee a global CX team, and advance omnichannel experiences across digital,

Qualifications

• Extensive experience in global customer experience leadership and strategy.
• Proven track record delivering CX transformations and measurable outcomes.
• Strong cross-functional collaboration with Sales, Marketing, Product, Operations, and IT.
• Executive-level stakeholder management and governance experience.

Responsibilities

• Define and own the global customer experience vision, strategy, roadmap, and operating model.
• Establish consistent CX principles, standards, governance, and measurement frameworks across regions.
• Align CX priorities with corporate strategy, commercial objectives, and brand positioning.
• Identify opportunities to differentiate the organization through superior customer experiences.
• Lead global CX transformation initiatives, including process, technology, organizational, and cultural change.
• Develop a comprehensive understanding of customer needs, expectations, behaviors, and pain points.
• Lead customer journey mapping and identify opportunities to improve key moments that matter.
• Establish closed-loop feedback programs using surveys, interviews, analytics, social listening, and frontline insights.
• Convert customer feedback and behavioral data into actionable business recommendations.
• Ensure customer insights are shared with senior leadership and embedded into decision-making.
• Prioritize and deliver initiatives that improve the end-to-end customer journey.
• Partner with business and functional leaders to eliminate friction, reduce effort, and improve service consistency.
• Promote human-centered design and customer-focused process improvement.
• Establish global standards while allowing adaptation for local markets and customer segments.
• Support the development of omnichannel experiences across digital, physical, sales, service, and partner channels.
• Build, lead, and develop a high-performing global customer experience team.
• Establish CX governance forums, decision rights, escalation processes, and accountability structures.
• Influence senior executives and regional leaders to embed customer-centricity throughout the organization.
• Develop CX capability-building programs, including training, tools, playbooks, and best practices.
• Create a culture in which employees understand their role in delivering the desired customer experience.
• Define and monitor global CX KPIs, targets, and benchmarks.
• Report performance, trends, risks, and improvement opportunities to the executive leadership team.
• Track the financial and operational impact of CX initiatives.
• Establish business cases and investment priorities for customer experience programs.
• Use data and analytics to identify root causes, predict customer behavior, and measure outcomes.

Job description

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Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Job Description: Customer Experience Global Director

Position Summary

The Customer Experience Global Director is responsible for defining and executing the organization’s global customer experience strategy across all markets, channels, products, and customer touchpoints. This executive leader drives customer-centric transformation, improves customer satisfaction and loyalty, and ensures a consistent, seamless, and differentiated experience worldwide.

The role partners closely with Sales, Marketing, Product, Operations, Customer Service, Digital, IT, and regional leadership teams to translate customer insights into measurable business outcomes.

Key Responsibilities

• Define and own the global customer experience vision, strategy, roadmap, and operating model.
• Establish consistent CX principles, standards, governance, and measurement frameworks across regions.
• Align customer experience priorities with corporate strategy, commercial objectives, and brand positioning.
• Identify opportunities to differentiate the organization through superior customer experiences.
• Lead global CX transformation initiatives, including process, technology, organizational, and cultural change.

Customer Insights and Journey Management

• Develop a comprehensive understanding of customer needs, expectations, behaviors, and pain points.
• Lead customer journey mapping and identify opportunities to improve key moments that matter.
• Establish closed-loop feedback programs using surveys, interviews, analytics, social listening, and frontline insights.
• Convert customer feedback and behavioral data into actionable business recommendations.
• Ensure customer insights are shared with senior leadership and embedded into decision-making.

Experience Improvement

• Prioritize and deliver initiatives that improve the end-to-end customer journey.
• Partner with business and functional leaders to eliminate friction, reduce effort, and improve service consistency.
• Promote human-centered design and customer-focused process improvement.
• Establish global standards while allowing appropriate adaptation for local markets and customer segments.
• Support the development of omnichannel experiences across digital, physical, sales, service, and partner channels.

Leadership and Governance

• Build, lead, and develop a high-performing global customer experience team.
• Establish CX governance forums, decision rights, escalation processes, and accountability structures.
• Influence senior executives and regional leaders to embed customer-centricity throughout the organization.
• Develop CX capability-building programs, including training, tools, playbooks, and best practices.
• Create a culture in which employees understand their role in delivering the desired customer experience.

Performance Management

• Define and monitor global CX KPIs, targets, and benchmarks.
• Report performance, trends, risks, and improvement opportunities to the executive leadership team.
• Track the financial and operational impact of CX initiatives.
• Establish business cases and investment priorities for customer experience programs.
• Use data and analytics to identify root causes, predict customer behavior, and measure outcomes.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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