Customer Experience Director

When we talk about clever things, we don’t just mean how they look — we mean how they feel, how they work, and how they solve real human and business problems. For nearly two decades, Mito has been obsessing over digital ecosystems and integrated campaigns. But to make these experiences truly seamless, we need to bridge the gap between high-level service design consultancy and actual implementation. We are looking for a visionary leader who can elevate our CX domain into a strategic powerhouse, ensuring that every touchpoint we create moves brains, hearts and bottom lines. That’s where you come in. Tasks:• Strategic North Star: You define the vision and strategic direction for customer-centric design. You’ll combine service design with high-level consultancy to deliver holistic solutions that move the needle for our clients. • Elevating force: You will be connecting the dots between consultancy and actual UX-UI delivery. You’ll build an organization where tasks and responsibilities are clear and value is created all the way and nothing drops on the floor (except the mic, every now and then). • CX Governance & Methods: You aren’t just following the process; you’re building it. You’ll introduce new ways of working to improve collaboration between departments and lead internal CX governance to make decision-making crystal clear. • Measuring Success: You’ll develop an experience measurement framework. For you, success isn’t a feeling in the microbiome, it’s a data-driven business impact that we can track and celebrate. • Future-Proofing: You’ll stay ahead of the curve by identifying emerging trends and technologies. You’ll be the one championing the use of AI in our everyday CX processes to keep us competitive and relevant. • Leadership & Growth: You’ll mentor direct reports and lead a team of 10+ members , supporting their professional and leadership journey. You’ll foster an "ownership" culture where responsibility is delegated and talent is nurtured. • Guardian and Smooth Operator: You will build a bridge between Client Service and Growth area stakeholders to represent the CX domain, ensuring our operational and strategic principles are upheld. You’ll also be in charge of maintaining tight professional relationships with Finance, Legal, and P&C to keep the engine running smoothly, without any weird clicking sounds.