Global Customer Experience (CX) Lead
Dynamic Human Capital Pte Ltd
Description
Role Overview
We are partnering with a fast-growing, global consumer application to appoint a Global Customer Experience (CX) Lead. This is a senior, high-impact role responsible for shaping and scaling the company’s customer experience function across regions, languages, and time zones.
The successful candidate will be accountable for both day-to-day CX operational excellence and long-term CX strategy, building the systems, structure, and culture required to deliver consistently high-quality customer care at scale. This role requires a strong balance of strategic leadership and hands-on execution, with the ability to act as a trusted advocate for users while aligning closely with broader business objectives.
Key Responsibilities
CX Strategy & Leadership
Define, own, and continuously evolve the global CX vision, strategy, and roadmap in alignment with company KPIs and brand values.
Design and scale a CX organisation capable of supporting multi-language, multi-time-zone operations with clear SLAs and accountability.
Establish best-in-class CX documentation, including playbooks, SOPs, escalation frameworks, and policy guidelines to ensure consistency and quality.
Act as the voice of the customer in cross-functional discussions with Product, Engineering, Trust & Safety, Brand, and senior leadership.
Lead CX productivity and transformation initiatives, including the adoption of GenAI and automation tools where appropriate.
Operational Excellence
Lead and develop a growing team of Customer Experience Associates, ensuring timely, empathetic, and solution-oriented customer interactions.
Build systems and protocols to manage high-priority (P0 / P1) incidents proactively, enabling CX to take ownership during critical moments.
Partner closely with Product, Engineering, and QA to triage, prioritise, and resolve customer-impacting issues through structured root-cause analysis and feedback loops.
Business Impact & Cross-Functional Collaboration
Surface CX trends, patterns, and early-warning signals to key stakeholders to enable faster, organisation-wide decision-making.
Translate customer insights into actionable recommendations that influence product, marketing, and operational priorities.
Track, analyse, and report CX performance metrics (e.g. FRT, CSAT, contact rate, escalation volume), while identifying opportunities for automation and self-service.
Collaborate with Brand and Marketing teams to ensure customer communications reinforce brand tone, empathy, and trust.
Team Development & Culture
Attract, coach, and retain high-performing CX talent, fostering a culture of accountability, empathy, and operational rigour.
Design scalable team structures and workflows, including international coverage models.
Establish clear career development pathways and growth opportunities for CX team members.
Requirements:
8+ years of experience in Customer Experience, Customer Operations, or Customer Support, ideally within a consumer tech or app-based environment.
3+ years of people leadership experience, with a proven track record of scaling regional or global CX teams.
Demonstrated ownership of CX strategy, team structure, tooling decisions, and process design.
Strong cross-functional influence, with experience partnering Product, Engineering, Brand, and Trust & Safety teams.
Hands-on experience managing high-severity incidents, including technical and reputational issues.
High data literacy, with confidence in trend analysis, dashboarding, and insight storytelling.
Familiarity with CX and incident management platforms (e.g. Zendesk, Intercom, UnitQ or similar).
Strong documentation skills, including SOPs, playbooks, and operational frameworks.
Experience working in an app startup environment would be an advantage
HOW TO APPLY:
We would like to invite interested applicants to click on the “APPLY NOW” button
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We regret that only short-listed applicants will be notified.
Jon Kwek | Dynamic Human Capital Pte Ltd
Registration No: R25159365 | EA License No: 25159365