Global Customer Experience Director: AI-Driven Service, Zürich (Kreis 11)

As the Director Global Customer Service, you will be the visionary leader at the helm of our global customer service organization. Your mission is to redefine and elevate our customer experience, transforming it from a traditional support function into a proactive, data-driven growth engine that delivers a premium, "WOW" experience at every touchpoint.You will lead the charge in architecting and executing a world-class service strategy, seamlessly blending human-centric premium service with cutting-edge AI and automation. This role requires an expert leader who can inspire teams, forge strategic partnerships with our BPOs, and collaborate closely with Commercial and Marketing to embed a customer-obsessed culture across the entire organization.Your Mission

Shape the Vision: Define and execute a bold vision for the future of customer service, repositioning it as a strategic driver of Customer Lifetime Value (CLV) and brand loyalty. Drive Premium Service Excellence: Lead the design and implementation of a globally consistent, premium, and omnichannel customer service experience. Ensure our service becomes a core brand attribute that is personalized, frictionless, and proactive.Pioneer the Frontier of AI&Automation: Strategically integrate sophisticated AI-driven ecosystems and enterprise-grade automation to radically amplify operational velocity and consumer engagement, architecting a unified human-plus-AI service paradigm that delivers premium, high-fidelity customer experiences at global scale.Build a Data-Driven Culture: Move beyond traditional metrics and embed a sophisticated, data-driven approach to measure success. Utilize a 360-degree view of performance, combining operational KPIs with strategic metrics like CLV to inform decisions and drive continuous improvement. Architect a Robust Operating Model: Design and implement a strategic framework for internal versus BPO delivery. Determine the distribution of capabilities, customer segments, and service levels to achieve a synergistic balance between high-quality standards, operational oversight, and financial efficiency.Lead&Develop World-Class Teams: As a leader with expert-level competence, you will coach, mentor, and inspire a high-performing global team. You will cultivate an environment of psychological safety, trust, and excellence where individuals can achieve their full potential. Foster Cross-Functional Collaboration: Serve as a key strategic partner to Commercial, Marketing, and Technology leaders, ensuring the customer's voice is at the heart of all business decisions and driving alignment on our premium service objectives.Your story

You are a seasoned leader who has profound experience in shaping and leading global customer service or customer experience functions for a retail or premium consumer brand known for its world-class service. You are a visionary strategist with a proven track record of transforming customer service from a cost center into a strategic growth engine.You have deep expertise in designing and scaling omnichannel customer service operations and are fluent in leveraging modern CRM and support platforms. You possess a strong footprint in the world of automation and AI, with hands-on experience implementing hybrid service models that merge human support with technologies like chatbots and voice automation to create a seamless customer journey.You are a data-driven leader who is passionate about using analytics to uncover insights, measure what matters, and foster a culture of evidence-based decision-making. You have extensive experience managing and developing strategic partnerships with BPO providers, successfully elevating them beyond a transactional relationship.You are an exceptional communicator and an expert-level leader, capable of inspiring teams, navigating complex change, and influencing stakeholders across all levels of a global organization. Fluency in English is required. Attributes of a successful candidate: Building High Performance Teams Leading ChangeSetting Direction Customer Centricity About the Team

You will lead a multi-layered, global organization composed of passionate and dedicated leaders and team members. Together, your team is on a mission to deliver unparalleled service and create memorable experiences for every customer, acting as the central hub for the voice of the customer within the company.Just by the banks of the Limmat you’ll find our largest global hub in Zürich West – On Labs – where you can hike up 12 floors through our custom-built spiral trail. Home to nearly 3000 parks, a population speaking more than 300 languages, and a vibrant art and music scene, London is one of the world’s most loved cities forgood reason.Happiness Delivery System Specialist, Yokohama My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’. What we offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically– to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things. Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine– it creates that 'Wow' moment.Step One:

It starts with you...

You'll start by submitting your application to a specific role. We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. If you're a good fit to the role, a recruiter will follow up with you directly. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.

#J-18808-Ljbffr