Global Head of Customer Experience

The global Customer Experience team shapes how customers experience MMS at every touchpoint and builds a customer experience function that sets the standard across our international markets for consistent execution. This role takes end-to-end responsibility for the customer journey and embeds Moments of Trust into each customer interaction.

• Define the global customer experience strategy and translate it into clear journey standards across all touchpoints
• Take end-to-end responsibility for the customer journey and its performance, making sure journeys feel seamless across channels and working closely with the teams that deliver each component
• Identify and prioritise the main customer pain points and the strengths that drive loyalty, using service design, journey mapping and co-creation
• Bring the customer perspective into the development of new propositions and services before launch
• Set global customer experience standards, principles and frameworks that define excellence at every step of the journey
• Own consistent execution of standards across all channels and markets, with appropriate local adaptation
• Design the governance model, including clear ownership, key performance indicators and decision rights
• Drive the global customer experience programs and measurement and voice of the customer framework, including the Net Promoter Score Programme
• Align senior leaders behind shared customer experience priorities, and build shared accountability through targeted metrics and a structured operating cadence
• Build and lead an active community of local customer experience counterparts, driving adoption of global standards and structured best practice sharing
• Build business cases for customer experience improvements and demonstrate their impact on loyalty, retention and revenue
• Close the feedback loop so customer insights reach stores, frontline teams and decision makers, and embed customer experience principles and capability in frontline routines
• Use data, artificial intelligence and automation, together with analytics teams, to identify the main drivers of customer experience
• Lead, coach and develop a team of experienced customer experience specialists

• Extensive background in customer experience, customer insight or journey management, including several years in leadership
• A track record of building or transforming a customer experience function across multiple countries in omnichannel retail or high volume business to consumer environments
• Proven design and rollout of customer experience standards, journey frameworks and governance, with consistent execution across markets and channels in a matrix organisation
• Experience embedding customer experience practices and frontline capability in large retail organisations
• End-to-end ownership of an enterprise Net Promoter Score and/or voice of the customer program
• Customer experience business cases that secured investment and delivered measurable results
• Senior executive stakeholder management, including leading cross-functional improvement programmes and international communities of practice
• Strong service design and journey mapping skills, and ease working with data and artificial intelligence teams
• University degree in a relevant field; Certified Customer Experience Professional certification is a plus
• Full professional fluency in English and willingness to travel across our international markets