Director, Customer Health Center of Excellence

Role and Mission:

• Build and lead the Global Customer Health Center of Excellence as the global owner of strategy, frameworks, and standards.
• Define a clear, shared global definition of customer health and ensure consistent adoption across all regions and teams.
• Create governance models, operating rhythms, and success metrics that can scale effectively worldwide.

Customer Journey and Insight Leadership:

• Lead global customer journey mapping to identify key moments and friction points, partnering with internal stakeholders on execution and metrics.
• Own the global Voice of Customer strategy, synthesizing feedback into an enterprise view and delivering executive-ready insights on trends and opportunities.
• Serve as a trusted advisor to executive leadership on global customer health, sentiment, and overall experience.

Operational Excellence and Influence:

• Build and maintain globally consistent customer health playbooks, including scores, risk paths, and standard actions using platforms like Gainsight.
• Ensure playbooks are adaptable regionally while maintaining global consistency, and work to standardize high-impact customer-facing assets.
• Build strong cross-functional partnerships to influence roadmaps and lead initiatives addressing systemic drivers of churn and dissatisfaction.