Director of Customer Experience

About the role

Mozzart is seeking a Director of Customer Experience to champion service excellence across its multi‑market operations. In this senior position you will act as the voice of the customer, turning insights into strategic actions that enhance the end‑to‑end journey.

Key responsibilities

• Gather, analyse and present comprehensive customer data and feedback to identify improvement opportunities.
• Develop and implement customer experience management strategies, action plans, budgets and performance goals.
• Lead market and user research, usability testing and insight programmes to uncover trends and pain points.
• Design and execute issue‑resolution and complaint‑management processes.
• Collaborate with product owners, marketing, payments, tech and other stakeholders to drive cross‑functional initiatives.
• Monitor KPIs, report results to senior leadership and ensure continuous optimisation of the customer journey.

Required profile

• Bachelor’s degree in management, economics, organisational sciences or a related field.
• Minimum 5 years of leadership experience in customer experience, preferably within iGaming or e‑commerce.
• Proven track record of managing large support teams across multiple markets.
• Strong data‑driven mindset with a focus on performance optimisation.
• Excellent collaboration skills and experience working cross‑departmentally.

Required skills