CX Director (Employee Benefits)

Location: Madrid, Spain; hybrid working environment

Company

hirify.global provides personalized and sustainable employee benefits and engagement experiences, operating with 5,000 experts across 29 countries.

What you will do

• Define and execute the Customer Care and Customer Experience strategy for hirify.global Spain.
• Lead end-to-end customer care delivery across client, user, and merchant touchpoints, including internal and outsourced teams.
• Own Voice of Customer, NPS, customer satisfaction, feedback, and customer analytics programmes.
• Lead service transformation, automation, self-service, AI, digital adoption, and continuous improvement initiatives.
• Manage contact center and technology providers, contractual commitments, service levels, governance committees, and performance reviews.
• Lead teams, budgets, resource planning, cross-functional initiatives, and operational efficiency improvements.

Requirements

• Master’s degree in Customer Service, Marketing, Business Administration, or a related field; a Bachelor’s degree is also referenced.
• 10+ years of experience in Customer Care, Customer Experience, or Service Management.
• 5+ years leading Customer Experience, Customer Service, or Contact Center organizations at senior management or director level.
• Experience designing and implementing CX strategies, managing outsourced operations, leading transformation, and improving services in local markets.
• Strong knowledge of CX measurement, Voice of Customer, NPS, customer journey management, contact center operations, workforce management, CRM, and customer service technologies.
• Native Spanish and bilingual English required. French is a plus.

Nice to have

• Experience with Salesforce and Genesys.
• Experience in digital services, employee benefits, banking, telecommunications, insurance, or fintech.
• French language skills.

Culture & Benefits

• Hybrid working according to local policies, with collaboration across local, regional, and global stakeholders.
• Occasional travel may be required depending on business needs.
• Inclusive environment focused on diversity, sustainability, and local economies.
• Opportunities to experiment with digital experiences and contribute to initiatives affecting millions of people.
• Support for career development, learning new skills, and work-life balance.