Director, CX Technology & Analytics
WorldAbout this job
Job category
Management
Job type
Full time
Location
Dublin, Ireland; San Francisco, United States
Company size
Mature [ 50+ employess ]
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Job Description
Lead the development and implementation of CX technology and analytics, building a function from the ground up and driving efficiency and impact across the organization. Requires a strategic leader with strong execution capabilities and experience in CX systems and data analytics.
Responsibilities
- Architect and build the CX Technology & Analytics function from the ground up, defining the strategy and roadmap for tools, systems, and data.
- Lead the selection, integration, and optimization of CX technologies, including CRM, AI-driven automation, analytics platforms, and workflow tools.
- Own the CX data strategy, ensuring customer insights, performance metrics, and operational data drive informed decision-making across the org.
- Partner cross-functionally with IT, Data Science, Engineering, and Operations to ensure our CX tools and analytics align with company-wide goals.
- Drive continuous innovation, identifying emerging trends and technologies that can improve efficiency, enhance automation, and elevate customer engagement.
- Oversee procurement and vendor relationships, ensuring cost-effective investments that scale with the business.
- Act as a hands-on leader, equally comfortable setting high-level strategy and diving deep into implementation, system configurations, and data analysis.
- Hire, develop, and lead a high-performing team that can scale CX technology and analytics for future growth.
- Travel up to 25% as needed to work directly with global teams and stakeholders.
Requirements
- 10+ years of experience in CX technology, analytics, or operations, with 5+ years of leadership experience—ideally building a function from scratch.
- Deep expertise in CX systems administration, automation, and analytics, with experience managing Zendesk or similar platforms at scale.
- Strong data and analytics background, including proficiency in SQL, advanced Excel, and data visualization tools (Tableau, Looker, Power BI).
- Proven ability to bridge technology and operations, ensuring tools and insights translate into real impact.
- Experience leading complex implementations, integrating AI/automation, and optimizing support workflows.
- Exceptional project management skills, able to drive multiple high-impact initiatives in a fast-moving environment.
- A builder’s mentality—excited by ambiguity, comfortable making high-stakes decisions, and passionate about creating structure in a rapidly growing organization.
About this job
Job category
Management
Job type
Full time
Location
Dublin, Ireland; San Francisco, United States
Company size
Mature [ 50+ employess ]
Apply now
Don't miss out on this opportunity. Apply now and take the first step toward success.
Resume Assistance
See how well your resume matches this job role with our AI-powered score. By uploading your resume, you agree to our Terms of Service