CX Director - ES - Madrid

GUT is an award-winning global creative network powered by Globant. We bring together creativity, technology, and AI to shape the future of marketing, partnering with leading global brands to create ideas that move people and drive business growth. With a diverse and passionate team across multiple countries, we’re redefining how creativity and innovation work together to transform the industry, one brave idea at a time.

We are looking for a Customer Experience Director to be part or our Adobe Studio, to lead the end-to-end strategy and execution of the Customer Experience ecosystem, ensuring disciplined project delivery, effective collaboration across specialized teams, and strong alignment with business objectives. This role will oversee both operational execution and commercial development, driving pipeline growth and ensuring that every initiative delivers measurable value to clients.The ideal candidate will build and scale capabilities across experience design, data, content, technology, and governance, positioning the team as a key enabler of digital transformation.

Key Responsabilities

CX Strategy Leadership

Define and lead the overall Customer Experience strategy as a service for the studio.
Objective: Ensure technical and strategic consistency across all projects, optimizing customer experience, increasing satisfaction, and improving client business outcomes.

Technology Adoption & Evolution

Drive the adoption and continuous evolution of CX technologies within the team’s operations.
Objective: Improve operational efficiency and enhance the quality of deliverables at every project touchpoint.

Commercial Support

Partner with the commercial team to support opportunities aligned with CX services.
Objective: Develop strong client interactions, proposals, and solution scenarios that increase win rates.

Platforms & Tools Integration

Ensure the integration and optimization of specialized platforms (CDP, CRM, marketing automation, analytics).
Objective: Unify customer data and enable efficient execution of CX strategies.

Customer Insights & Analytics

Monitor and analyze customer behavior using advanced metrics.
Objective: Identify improvement opportunities and optimize experiences based on data-driven insights.

Cross-functional Collaboration

Collaborate with internal teams (Marketing, Technology, Revenue) to align CX strategy.
Objective: Strengthen cross-functional synergy and ensure a consistent and effective customer experience.

Business Alignment

Ensure CX initiatives are aligned with business goals and the company’s strategic vision.
Objective: Drive measurable impact on growth, profitability, and market differentiation.

General Responsibilities

Perform all activities inherent to the role.
Objective: Contribute effectively to achieving the objectives and purpose of the position.

Experience & Technical Skills

• Proven experience designing and implementing personalized, omnichannel customer journeys
  Hands-on experience with marketing automation and personalization platforms (Adobe Experience Cloud, Salesforce Marketing Cloud, Marketo, Braze)
  Strong knowledge of CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, SAP CX) and their integration
  Experience building dashboards and CX performance reports for decision-making
• Knowledge of information security policies aligned with ISO/IEC 27001 and similar frameworks
• Experience applying Artificial Intelligence and Machine Learning in CX
  Familiarity with Design Sprint methodologies in customer experience projects
  
  

Core Competencies

• Strategic Leadership: Ability to define a CX vision, lead multidisciplinary teams, and achieve key objectives

• Analytical Thinking & Data-Driven Decision Making: Strong capability to interpret CX metrics and translate insights into actionable strategies

• Effective Communication: Ability to clearly and persuasively communicate complex ideas to both operational teams and executive stakeholders

• Customer-Centric Mindset: Focus on designing memorable experiences, anticipating customer needs, and optimizing every touchpoint

• Innovation & Adaptability: Ability to identify emerging CX trends, adopt new technologies, and continuously evolve strategy

This job can be filled in Madrid #LI-Hybrid .

We may use AI and machine learning technologies in our recruitment process. Globant is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. Globant is also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.