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. What we expect from you: Expertise: You have a deep background in CX and service design and a good understanding of UX/UI, with the ability to step into a strategic consultancy role that our clients can rely on. Leadership Power: You know how to define roles, set clear KPIs, and keep the "escalation threshold" high by empowering your teams to solve problems. Meaning you trust your team enough that you only get called when things are truly 'it's-on-fire' level. Collaboration Skills: You are a bridge-builder (Figuratively. Though if you can build actual bridges, that’s awesome!). You’ll break down silos between teams and represent your department in cross-functional decision-making. Operational Discipline: You’re comfortable with the "boring but important" stuff — managing capacity, resource allocation, and ensuring financial and legal compliance. Communication: You are as fluent in business value as you are in design thinking. You can represent Mito’s values to clients and the market with confidence and flair. Constructive Mindset: You contribute to the collective work with new perspectives and constructive criticism, always aiming for a better outcome. Language Skills: You are as fluent in English AND Hungarian as you are in technology — both in writing and during high-stakes negotiations. You can score bonus points if you: Have a proven track record of implementing CX measurement frameworks in a service provider environment. Are experienced in navigating the complexities of organizational transformation. Can balance "design-thinking" creativity with a "business-doing" mindset. Ready to redefine the experience? If you have the vision to lead our CX domain and the drive to make it a strategic accelerator for our clients, we’d love to talk. What We Offer Hybrid Work & Flexibility: We work in a hybrid setup with 2-3 mandatory office days – you’re free to work from home whenever it suits you. When we do gather, our cozy downtown Budapest office offers a relaxed, welcoming vibe – with unlimited coffee, fresh fruit and veggies to keep you fueled. Performance Bonus Eligibility: We value high impact. You’ll be eligible for a performance-based bonus that rewards your individual contributions and our collective success. Dog-Friendly Office: Bring your four-legged friend along—we love dogs in the office, and they’re always welcome as part of the team! Work from Abroad: Need a change of scenery? You can work remotely from abroad for a limited time each year—or escape to the Hungarian countryside or Lake Balaton for a peaceful workweek close to nature. Cutting-Edge Tools & Setup: You get to choose the gear that works best for you—Mac or Windows, it's your call. We also provide extra monitors to support a smooth, ergonomic workflow if you need them. Meaningful Projects, Global Impact: Work with diverse teams on international projects that shape travel, tech, and creative communication across the globe. Smooth Onboarding & Dedicated Support: Start strong with a structured onboarding plan and a personal buddy to guide you through your first weeks. Continuous Learning & Growth: Coaching, training, conferences, and mentoring—plus clear career paths and internal opportunities to gain new skills and take the next step in your journey. Extra Time Off: Our “Level Up” program rewards your loyalty with additional paid vacation days as your journey with us continues. Team Spirit & Shared Experiences: From local and international team buildings to seasonal parties and creative internal events, you’ll find community and connection. Health & Lifestyle Benefits: Enjoy a yearly personal budget for sports, education, or commuting. You’ll also have access to comprehensive annual preventive health screenings. Family-Friendly Environment: We support working parents with initiatives like our in-house kids’ day camp—a fun, week-long program to keep your little ones engaged during school breaks.