What are the responsibilities and job description for the Director, CX Technology & Analytics position at World?
About the Company :
World is a network of real humans, built on privacy-preserving proof-of-human technology, and powered by a globally inclusive financial network that enables the free flow of digital assets for all. It is built to connect, empower, and be owned by everyone.
Location : San Francisco, USA | Dublin, IE
About the Role
Tools for Humanity is seeking a Director of CX Technology & Analytics to build and lead the function from the ground up. This is a rare opportunity to architect the technology, analytics, and tooling ecosystem that will power our global customer experience organization.
You’ll set the vision, define the strategy, and roll up your sleeves to implement the systems and insights that will drive efficiency, scale, and impact. Your work will directly shape how we support users, optimize operations, and leverage AI and automation to enhance the Worldcoin experience.
This role requires a strategic leader who can execute—someone who can design a roadmap, drive implementation, and build a high-performing team while ensuring the systems and data infrastructure deliver real business value.
Responsibilities
Architect and build the CX Technology & Analytics function from the ground up, defining the strategy and roadmap for tools, systems, and data.
Lead the selection, integration, and optimization of CX technologies, including CRM, AI-driven automation, analytics platforms, and workflow tools.
Own the CX data strategy, ensuring customer insights, performance metrics, and operational data drive informed decision-making across the org.
Partner cross-functionally with IT, Data Science, Engineering, and Operations to ensure our CX tools and analytics align with company-wide goals.
Drive continuous innovation, identifying emerging trends and technologies that can improve efficiency, enhance automation, and elevate customer engagement.
Oversee procurement and vendor relationships, ensuring cost-effective investments that scale with the business.
Act as a hands-on leader, equally comfortable setting high-level strategy and diving deep into implementation, system configurations, and data analysis.
Hire, develop, and lead a high-performing team that can scale CX technology and analytics for future growth.
Travel up to 25% as needed to work directly with global teams and stakeholders.
Requirements
10 years of experience in CX technology, analytics, or operations, with 5 years of leadership experience—ideally building a function from scratch.
Deep expertise in CX systems administration, automation, and analytics, with experience managing Zendesk or similar platforms at scale.
Strong data and analytics background, including proficiency in SQL, advanced Excel, and data visualization tools (Tableau, Looker, Power BI).
Proven ability to bridge technology and operations, ensuring tools and insights translate into real impact.
Experience leading complex implementations, integrating AI / automation, and optimizing support workflows.
Exceptional project management skills, able to drive multiple high-impact initiatives in a fast-moving environment.
A builder’s mentality—excited by ambiguity, comfortable making high-stakes decisions, and passionate about creating structure in a rapidly growing organization.
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