Global Customer Experience Director

4 days ago


London, Greater London, United Kingdom Warner Bros. Entertainment Full time

About Warner Bros. Discovery


Warner Bros. Discovery is a world-renowned media company, bringing to life iconic characters and beloved brands through its vast portfolio of content.



Job Title: Global Customer Experience Director

Key Responsibilities:

  • Lead the development and evolution of global customer experience (CX) team processes, including launch readiness frameworks, roles, and responsibilities, stakeholder/partner engagement models, product/tool identification for improved launch preparedness, and program health/performance measurement.
  • Define and influence the desired customer experience, working with cross-functional teams to ensure successful delivery of products, programming, and promotional releases for all WBD global streaming products, including decision-making based on workforce knowledge, customer experience scenario planning, and viable CX technology solutions.
  • Act as the lead liaison within CX and cross-functional/stakeholder teams involved in global and regional programs and cross-team/new frontier CX efforts to enable the global CX team to operate quickly and efficiently at scale, including scaling existing or establishing new release/launch prep processes, onboarding and managing online collaboration tools for cross-CX pillar workstreams, and the CX team's cross-pillar and support roadmap.
  • Define and manage CX release planning and partner CS team OKR and key performance indicators.
  • Build and maintain strong working relationships with cross-departmental teams, including Global CS teams, Product, Engineering, Marketing, Program Management and Operations, Legal, and Corp Comms, with potential to expand to external partners.


Requirements:

  • Solid experience in program/project management, customer success, marketing, or a related field, preferably within a media company.
  • A combination of customer success, program/project management, marketing/communications, and business/analytical skills.
  • Experience with online collaboration tools, such as AirTable, JIRA, Confluence, and SalesForce, and expertise in Microsoft Excel is a plus.
  • The ability to quickly pivot and adapt to changing priorities and release dates.
  • Flexibility to travel and adjust working hours to meet global business needs.


Estimated Salary: $120,000 - $180,000 per annum

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