SymphonyAI - Director - Global Customer Experience

Description:

Job Title: Director, Global Customer Experience

Department: Customer Operations / Service Delivery

Reports To: VP Customer Success

Location: Bengaluru, India

Employment Type: Full-time, Permanent

The Director, Global Customer Experience will lead a global organisation delivering worldclass postsales experience to tierone and tiertwo financial services institutions, covering 24x7 application support and a team of Service Delivery Managers responsible for a missioncritical SaaS platform. This directorlevel role is pivotal to scaling a wellestablished but growing enterprise software business, standardising service globally while driving innovation and efficiency through an AIfirst strategy.

Role Responsibilities:

- Lead global 24x7 application support and SaaS operations teams, ensuring robust, compliant, and reliable service for regulated financial services clients.

- Manage and develop Service Delivery Managers accountable for contracted service outcomes, executive relationship management, and operational governance for key accounts.

- Design, implement, and enforce ITILaligned processes and global standards across all regions, ensuring consistency, auditability, and service excellence.

- Own the global service catalogue and support model, standardising offerings, SLAs, and engagement models while enabling localisation where appropriate.

- Drive an AIfirst agenda across support and service delivery, using AI, automation, and analytics to reduce manual effort, accelerate resolution, and improve predictability.

- Own and optimise service management tooling (with emphasis on Jira Service Management), ensuring mature use of workflows, SLAs, automations, integrations, and reporting.

- Establish clear KPI frameworks and governance rhythms (QBRs, MBRs) with internal stakeholders and strategic clients.

- Serve as senior operational escalation point for major incidents and highimpact client issues, including communication with senior client and internal executives.

- Partner with Product, Engineering, Sales, and Customer Success to align service delivery with product roadmap, customer commitments, and commercial objectives.

- Define, standardise, and scale new service offerings (e.g. premium support tiers, managed services, advisory offerings) to support growth targets.

- Build and sustain a highperforming, diverse global team, developing succession plans and leadership capability across regions.

Experience and Qualifications:

- Significant experience (typically 10+ years) in customer support, service delivery, or customer experience within enterprise software / SaaS, serving global financial services or similarly regulated industries.

- At least 5 years in a senior leadership role (Senior Manager / Director) managing global, 24x7 teams in timepressured environments.

- Proven ownership of ITILaligned service management, with formal ITIL certification.

- Handson experience with service management platforms (ideally Jira Service Management) including configuration of SLAs, workflows, queues, and automations.

- Demonstrated success using AI, automation, and data to improve efficiency, quality, and client satisfaction.

- Experience standardising services across regions and scaling support / service offerings in a growing yet established organisation.

- Strong track record engaging senior stakeholders at major financial institutions, including during incidents and complex escalations.

- Excellent leadership, communication, and changemanagement skills, with the ability to influence at Csuite level.

Key Competencies:

- Customercentric and commercial: Deep understanding of financial services clients expectations, with a balanced focus on experience, risk, and economics.

- Operational excellence: Strong command of ITIL, ITSM tooling, KPI design, and continuous improvement in highstakes environments.

- AIfirst innovator: Comfortably identifies and executes opportunities for AI and automation in support and service delivery.

- Global leadership: Experienced leading distributed teams, building culture, and driving standardisation across multiple geographies.

- Strategic builder: Able to design and grow standardised, profitable service offerings that support enterprisescale growth.

KPIs and Success Metrics:

- SLA compliance and reduction in major incidents and critical outages.

- Improvements in response and resolution times, backlog health, and first contact resolution.

- CSAT and NPS for service interactions at or above target levels, with continuous improvement.

- Increased use of selfservice and AIdriven resolutions, while maintaining or improving client satisfaction.

- Introduction of efficiencies and automation to improve margins

- Adoption, profitability, and standardisation of global service offerings across key regions and accounts.