Customer Experience Director
Pubblicato il 13-10-2026 - Treatwell in Lombardia
Treatwell's Customer Experience operation serves two audiences: consumers booking beauty and wellness appointments, and the salon partners who run their businesses on our platform. As Director of Customer Experience, you will lead a multilingual, multi-market CX team, reporting to the Chief Experience Officer.
You will set the strategy, define how we operate, and build the team and structure that let CX scale with the business. You will be accountable for customer and partner satisfaction, and you will work closely with Product, Engineering and market leaders to improve the experience end to end.
You Will Be Responsible For
What you'll own
- Customer and partner satisfaction results across markets and channels
- CX strategy and operating model, including channel standards and the launch of new support models
- The structure, capability and performance of a multilingual team across regional and hub operations
- The KPI framework and performance reporting across markets and channels
- Quality assurance, coaching and training standards
- Capacity planning and workforce management strategy
What you'll influence
- Chatbot accuracy, escalation design and handoff quality, in partnership with Product and AI
- The Product and Engineering roadmap, as Treatwell's primary CX voice
- The balance between local market needs and global standards, alongside country leads
What you'll do
- 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
- Partner with Product and AI teams to improve chatbot accuracy, escalation design and handoff quality
- Design a seamless journey across automated, live agent and asynchronous channels
- Identify automation opportunities that improve experience