Customer Service Experience Director

Customer Service Experience Director

IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™. At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust. We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view. By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world. We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS

Job Description

The Customer Service Experience Director role sits within the Customer AI Experience and is a role within the Customer AI Experience Leadership Team. The Customer AI Experience is the function within Global Customer Success responsible for the relationship with its customers.

Responsibilities include but are not limited to:

Customer Experience Leadership

• Own and evolve the customer experience strategy, ensuring it reflects an outside-in perspective through customer journey mapping and continuous feedback.
• Lead service experience processes including Every Case, Smiley Face feedback, and Survey Feedback Task workflows.
• Champion high-quality communication standards across all customer and partner interactions.
• Ensure Unified Support teams adhere to service experience protocols and deliver consistent, high-impact support.
• Identify and drive service improvements in collaboration with cross-functional teams, focusing on initiatives that enhance customer satisfaction and deliver measurable business value.

Knowledge & Community Management

• Lead the knowledge and community strategy with a focus on case deflection, AI-driven insights, and scalable self-service.
• Cultivate a culture of continuous improvement through active community engagement, feedback loops, and recognition programs.
• Collaborate with internal stakeholders to ensure knowledge assets and community platforms are aligned with customer needs and business goals.

Qualifications

• Bachelor's degree
• At least 10 years of experience in a customer service experience role

Additional Information

• Customer-oriented and collaborative mindset
• Excellent communication, change management, and enablement skills
• Strong team player and ability to work with global teams
• Excellent stakeholder management and cross-functional leadership
• Ability to manage multiple tasks simultaneously
• Strong analytical and problem-solving skills
• Data-driven decision-making and continuous improvement orientation