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- Tasks: Lead the international customer experience team to enhance client satisfaction and drive growth.
- Company: Join a global leader in health solutions with a focus on customer success.
- Benefits: Competitive salary, professional development, and opportunities for global collaboration.
- Why this job: Make a real impact by shaping customer experiences and driving strategic initiatives.
- Qualifications: Strong leadership skills and experience in customer success or related fields.
- Other info: Dynamic role with opportunities for career advancement and cross-cultural teamwork.
The predicted salary is between 43200 - 72000 £ per year.
The Customer Experience International Director oversees the end-to-end customer lifecycle, leading the unified CX international team composed of Customer Success, Value Creation Office, and Clinical Advisory functions. The role is accountable for ensuring a cohesive, value-driven customer experience that promotes long-term outcomes and sustained growth. The Director plays a key role in defining the enterprise vision and strategic leadership for customer success and clinical advisory by establishing scalable governance and an insight-driven operating model that consistently delivers measurable impact. This includes steering value realization, maximizing customer outcomes, optimizing engagement, and orchestrating integrated global processes across the International Segment.
Strategic Leadership of the Client Success Hub
- Lead the unified International CX team—comprising Customer Success, Value Creation Office, and Clinical Advisory teams—ensuring alignment, cohesion, and consistent execution of the end-to-end customer lifecycle strategy.
- Serve as the strategic orchestrator across International teams, aligning priorities, value narratives, and operating models to maximize customer outcomes and drive sustainable growth.
- Translate enterprise goals into actionable programs, ensuring a value-driven, insight-based, and scalable operating model that enhances governance, performance visibility, and long-term client satisfaction.
Customer Lifecycle & Value Realization Leadership
- Own the end-to-end customer lifecycle, ensuring seamless transitions from onboarding and adoption to expansion, renewal, and advocacy.
- Define and oversee the enterprise framework for value realization, including success metrics, governance structures, and operational standards that demonstrate measurable impact to clients.
- Enhance visibility into customer health, proactively identifying risks and opportunities, enabling data-driven decision-making across regions.
- Direct the delivery of value-based services to ensure clients consistently achieve, optimize, and expand the value realized from CE solutions.
Cross-Functional Alignment & Operating Model Execution
- Act as the central connection point between Customer Success, Product, Operations, Marketing, Sales, and Value teams to ensure integrated execution and unified customer-facing strategy.
- Promote the adoption of tools, playbooks, and KPI frameworks that optimize customer engagement, operational efficiency, and measurable business outcomes.
- Support the creation of scalable workflows, templates, and best practices to enable teams across countries to deliver consistent, high-quality customer experiences.
Team Leadership, Enablement & Capability Building
- Provide vision, purpose, and direction to all teams within the Client Success Hub, fostering a culture of excellence, collaboration, and continuous improvement.
- Coach and develop high-performing teams, ensuring they are equipped with the skills, insights, and tools needed to elevate value-focused conversations and strategic client engagement.
- Empower teams to represent the international Health Division as trusted advisors in client interactions, internal strategic discussions, and external industry forums.
Insight Generation & Strategic Influence
- Oversee the collection, analysis, and dissemination of customer, market, usage, and value insights that inform strategic decision-making across the organization.
- Ensure that insights from Customer Success, Value Creation, and Clinical Advisory functions contribute to product development, commercial strategy, and market prioritization.
- Strengthen CE's position in international markets by elevating value-focused messaging and ensuring customers clearly understand the impact of CE solutions on their business and clinical outcomes.
Growth, Expansion & Customer Impact
- Identify and communicate opportunities for upsell and cross-sell by leveraging deep understanding of customer and user needs, usage patterns, and strategic goals.
- Partner with Sales and Commercial leaders to support pipeline acceleration through value narratives, customer health indicators, and success stories.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Customer Experience International Director in London employer: Wolters Kluwer
Contact Detail:
Wolters Kluwer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience International Director in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience strategies and think about how your skills can enhance their goals. This shows you're genuinely interested and ready to contribute.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable talking about your experiences and how they relate to the role. The more you practice, the more confident you'll feel when it counts.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Experience International Director in London
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer experience shine through. We want to see how you can bring value to our team and enhance the customer lifecycle. Share specific examples of how you've made a difference in previous roles!
Tailor Your Application: Make sure to customise your application to align with the job description. Highlight your strategic leadership skills and experience in cross-functional teams. We love seeing how your background fits into our vision for customer success!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and how they relate to the role. We appreciate a well-structured application that makes it easy for us to see your potential!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Wolters Kluwer
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into the customer experience strategies that the company employs. Understand their approach to customer success and value creation, and be ready to discuss how your experience aligns with their goals.
✨Showcase Your Leadership Skills
As a Customer Experience International Director, strong leadership is key. Prepare examples of how you've led cross-functional teams in the past, focusing on how you foster collaboration and drive results across diverse groups.
✨Be Data-Driven
This role requires an insight-driven operating model. Be prepared to discuss how you've used data to inform decision-making and improve customer outcomes. Bring specific metrics or case studies that demonstrate your impact.
✨Prepare for Cultural Sensitivity Questions
Given the international scope of the role, expect questions about working with multi-disciplinary and cross-cultural teams. Share experiences where you've successfully navigated cultural differences to achieve common goals.