How you'll make an impact
This role is the key driver for operational excellence for the Customer Success (CS) function. As a key member of the CX Project & Readiness team, you will report to the Director of Global CX Projects & Readiness as part of the Customer Growth & Experience Team.
You will be responsible for driving the strategic operations of the CS strategy, acting as the critical connection point between the CS function and the wider Projects team. Your goal is to help mature the function, moving it from a project-based footing to a sustainable, Business As Usual (BAU) operation with a strong end-to-end (E2E) focus.
You will focus on continuous improvement, operational readiness, and performance monitoring for CS. A key part of your role will be to partner with CS leadership to drive and embed change, ensuring the team is equipped and enabled to adopt new processes, tools, and methodologies, including the practical application of AI-driven solutions to boost productivity and effectiveness.