Global CX Leader: Customer Experience Transformation

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

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,