Head of CX Technology

Head of Post-Purchase Experience & CX Technology

Location: Dallas, Texas | Hybrid

Confidential global technology business

We're partnering with a leading global technology business to appoint a Head of Post-Purchase Experience & CX Technology to shape and lead its global customer experience technology strategy.

This is a high-impact leadership opportunity sitting at the intersection of digital transformation, customer experience, software engineering and AI-driven innovation. The successful candidate will own the evolution of the organisation's post-purchase digital ecosystem, enhancing customer journeys across both B2C and B2B service environments while driving operational efficiency, automation and recurring revenue growth.

The opportunity

Reporting into senior Customer Experience and B2B Services leadership, you'll define the long-term technology roadmap for post-purchase services, ensuring the business continues to deliver seamless, personalised and scalable customer experiences globally.

You'll lead a multidisciplinary product and engineering organisation of approximately 20-25 people across three agile teams, with responsibility for technology strategy, platform delivery, integration, engineering standards and continuous improvement.

A key focus will be using AI, automation and data-driven insights to transform customer support from a traditionally reactive function into a proactive, efficient and commercially valuable part of the customer journey.

Key responsibilities

• Technology strategy: Define and deliver a multi-year roadmap for customer experience platforms, digital service capabilities, AI and automation.

• Engineering leadership: Lead, develop and inspire a team of 20-25 product and engineering professionals across multiple agile teams.

• CX platform ownership: Oversee the evolution, integration and performance of enterprise CRM, contact centre, conversational AI and customer feedback technologies.

• AI and automation: Drive the adoption of generative AI, intelligent chatbots, self-service and automated resolution to improve customer outcomes and operational efficiency.

• B2B services growth: Enable the technology capabilities supporting paid support services, enterprise customer contracts and recurring revenue opportunities.

• Agile delivery: Establish strong engineering practices, release management, quality assurance, CI/CD and scalable software architecture.

• Executive engagement: Partner with senior leadership to shape priorities, communicate progress and demonstrate technology investment, ROI and business impact.

• Cross-functional collaboration: Work closely with Product, Supply Chain, Commercial Operations and Digital Infrastructure teams to deliver an integrated global customer experience.

• Performance and optimisation: Drive improvements across customer satisfaction, first-contact resolution, self-service adoption, service-level performance, platform reliability and customer retention.

What we're looking for

We're keen to speak with senior technology and digital leaders who combine strong engineering credentials with a passion for customer experience and measurable business outcomes.

You'll ideally bring:

• 10-15+ years of progressive experience across CX technology, enterprise applications, digital product engineering or technology transformation.

• A proven track record of leading sizeable product and engineering teams in complex, international environments.

• Strong experience delivering and scaling enterprise customer experience platforms, ideally across CRM, contact centre technology, conversational AI and integration architecture.

• Demonstrable success implementing AI-driven customer service, intelligent automation, self-service and chatbot capabilities.

• Experience operating across multiple agile teams, with a strong understanding of modern engineering practices, software quality and continuous delivery.

• An understanding of B2C customer support and B2B service models, ideally within consumer technology, hardware, electronics or another product-led global business.

• Familiarity with warranty processes, returns and repairs, service operations or enterprise service-level agreements would be advantageous.

• The ability to translate complex technical challenges into clear strategies, engaging confidently with executive stakeholders.

• A strong commercial mindset, with experience linking technology investment to customer satisfaction, operational performance and revenue growth.

Experience with platforms such as Zendesk, Salesforce, Talkdesk and enterprise conversational AI solutions would be particularly relevant.

A bachelor's degree in Computer Science, Software Engineering, Information Systems or a related discipline is expected. Postgraduate qualifications and relevant agile or platform certifications are advantageous.

Package and working environment

• Base salary: Approximately $180,000, plus annual performance bonus and equity.

• Location: Dallas, Texas, with a hybrid working model.

• Scope: Global remit with responsibility for a multidisciplinary organisation of 20-25 professionals.

• Opportunity: A senior leadership role with the ability to shape global customer experience strategy, accelerate AI adoption and influence the future of digital service delivery.

Interested?