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🤝 Customer Experience  ·  Executive

Certified Director of Customer Affairs

Online Certification  ·  12 Weeks  ·  Globally Recognised  ·  (CDIR2)

✅ 2026 Edition 🎓 CPD Accredited 🌍 100+ Countries 📜 Digital + Physical Certificate 100% Online
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Executive Summary

Certified Director of Customer Affairs

Designed for today’s high-impact professionals, the Certified Director of Customer Affairs (CDIR2) delivers a rigorous Executive-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 12 Weeks programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CDIR2 holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification
Certified Director of Customer Affairs
Acronym
CDIR2
Category
Customer Experience
Level
Executive
Duration
12 Weeks
Delivery Mode
100% Online
Assessment
Online Examination
Certificate
Digital + Physical
CPD Eligibility
CPD Accredited
Alumni Benefits
GLI Network Access
Self-Paced
USD 399
Live Virtual
USD 599
Target Audience

Who Should Enrol?

  • Customer Service Representatives
  • Contact-Centre and Front-Office Staff
  • Customer Experience Professionals
  • Service and Support Team Leaders
Programme Inclusions

Everything Included in Your Enrolment

  • All study materials and study guide
  • Access to GLI online learning portal
  • Online examination and assessment
  • Digital certificate and digital badge
  • Physical certificate (shipped to you)
  • CPD credits for professional bodies
  • GLI alumni network membership
  • Facilitator and tutor support
  • Resource downloads and reference library
  • Automatic enrolment confirmation
Certification Benefits

Why This Certification Matters for Your Career

Career Advancement
Accelerate your career towards senior customer-experience and service-operations roles
Professional Recognition
Credential aligned with recognised customer-experience and service-quality standards
Leadership Capability
Develop the strategic and operational skills to lead complex customer service functions
Organisational Impact
Design and implement customer service systems that drive performance and measurable results
Compliance Readiness
Master the standards, compliance and ethical governance central to customer service
Global Employability
Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide
Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards
✦Contact Centre and Multichannel Operations
✦Complaint Handling and Service Recovery
✦Customer Experience Design and Journey Mapping
✦Service Quality, Metrics and Continuous Improvement
✦Professional Ethics and Governance
Course Curriculum

Programme Modules

The full programme, module by module.

1
Foundations and Strategic Context of Certified Director of Customer Affairs
Certified Director of Customer Affairs: industry context, trends and professional standards · Customer service and experience principles · The value of customer-centricity · Customer expectations and satisfaction
2
The Board and Its Information
Board effectiveness and the quality of board information · The three lines model and who owns risk · Policy that changes behaviour · Audit and control automation
3
Who Owns Risk
The three lines model and who owns risk · Risk appetite and tolerance in practice · Assurance mapping and avoiding duplicate assurance · Leading governance projects and change
4
Conflicts and Related Parties
Conflicts of interest and related-party transactions · Board effectiveness and the quality of board information · Investigating misconduct · Independence and objectivity
5
Policy That Changes Behaviour
Policy that changes behaviour · Controls that work versus controls that exist · Whistleblowing and speak-up channels · Building a compliance culture
6
Governance Across Entity Types
Governance in state, donor-funded and family-owned entities · Board effectiveness and the quality of board information · Conflicts of interest and related-party transactions · Data analytics for assurance
7
Assurance the Board Can Rely On
Assurance mapping and avoiding duplicate assurance · Controls that work versus controls that exist · The three lines model and who owns risk · Designing a governance, compliance or policy solution
8
Communication and Disclosure
Crisis and reputation communication · Compliance reporting and disclosure · Board and executive reporting · Managing sensitive disclosures
9
Strategic Context
Competition and antitrust · Financial inclusion strategy · Strategic analysis: PESTLE, SWOT and Porter’s Five Forces · Learning strategy and business alignment
10
Workforce Governance
Financial modelling and forecasting discipline · NGO financial management and budget-versus-actual discipline · Operational planning and execution discipline · Resource allocation and capital discipline
11
International and Sanctions
Cross-border data and transfers · Sanctions screening and PEP management · Transfer pricing and international tax · Cross-cultural and global inclusion
12
Market Conduct
Fair treatment and market conduct · Balancing business and consumer interests · Customer effort and sentiment analysis · CRM systems and customer data
13
Safety and Environment
Mine water, tailings and environmental management · Financial reporting frameworks (IFRS/GAAP) · Health records, data and confidentiality · Telehealth and digital care delivery
14
Records and Documentation
Information lifecycle and records management · Lessons learned and knowledge management · Professional documentation and presentation · Customer success and retention
15
Ethics and Anti-Corruption
Digital ethics and responsible AI · Ethical decision-making · Building an ethical culture · Professional standards and ethics (CIPS)
16
Public and Donor Context
Policy and public engagement · Financial statement and cash-flow analysis · Presentation and public speaking · Financial statements and the accounting equation
17
Standards and Certification
Data quality and stewardship · Reporting quality and governance · Ratio and trend analysis · Quality and delivery metrics
18
Governance Practice
Regulator and investor relations · Data governance frameworks and roles · Data privacy law and compliance (GDPR) · Data breach and incident governance
19
Legal and Regulatory
Consent, rights and data subject requests · Procurement and contract value · Procurement and contract management · Land rights, tenure and equitable resource use
20
Financial Oversight
Committees: audit, risk, remuneration · Options appraisal and cost-benefit · Embedding values and behaviours · The employee lifecycle and HR value chain
21
Risk and Resilience
Managing tax risk and audits · Employment compliance and the HR risk agenda · Forecasting and planning · Risk assessment methodology and matrices
22
Data and Reporting
Data protection and privacy · Transaction monitoring and suspicious reporting · Regulatory reporting and audits · Data and information requirements
23
Stakeholders and Oversight
Regulatory compliance and biosafety · Corporate social responsibility and community impact · Regulatory compliance and market requirements · Group dynamics, facilitation and community mobilisation
24
Leadership and Decisions
Sales performance and pipeline management · Liquidity and funding management · Investment portfolio management · Thought leadership
25
People and Conduct
High-potential identification and talent reviews · Employee and manager self-service · Professional ethics and codes of conduct in HR · Workforce planning and the capability gap
26
Operations and Quality
Continuous improvement of delivery · Business process mapping · The HR function: roles, operating models and value creation · Continuous improvement of programmes
27
Programmes and Change
Soil chemistry, pH and cation exchange capacity · Nutrient management planning and the 4R framework · Team leadership in field and project settings · Decision support and insight
28
Technology and Data Risk
GRC platforms and technology · Digital forensics and cybercrime · Digital tax administration · Bancassurance and digital insurance models
29
Third Parties and Procurement
Procurement’s contribution to organisational strategy · Supply markets and the enabling environment · Digital procurement and the future of the profession · Supply market analysis and Porter’s forces
30
Sustainability and ESG
Integrated and sustainability reporting · Market analysis and environmental scanning · Sustainability and responsible marketing · Carbon markets and climate finance

Every module opens in the learning portal with its full lesson set, worked examples, further reading and video masterclasses. 30 modules · 150 lessons.

Learning Outcomes

What You Will Achieve

  • The Board and Its Information — applied to your own work
  • Who Owns Risk — applied to your own work
  • Conflicts and Related Parties — applied to your own work
  • Policy That Changes Behaviour — applied to your own work
  • Governance Across Entity Types — applied to your own work
  • Assurance the Board Can Rely On — applied to your own work
Enrolment Process

How to Get Certified

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Step 3: Study in the GLI Learning Portal
Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.
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Step 4: Pass, Get Certified & Verified
Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.
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Frequently Asked Questions

Common Questions

What is the CDIR2 certification?

The Certified Director of Customer Affairs (CDIR2) is a Executive-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CDIR2?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CDIR2 certification take to complete?

The programme is structured over 12 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CDIR2 internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CDIR2 certification?

The Certified Director of Customer Affairs is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CDIR2 certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CDIR2?

The Certified Director of Customer Affairs is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CDIR2?

The Certified Director of Customer Affairs carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CDIR2 while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CDIR2?

Graduates progress towards senior customer-experience and service-operations roles. The CDIR2 strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Graduate Voices

What Our Alumni Say

“

The curriculum was directly applicable to my daily work. I immediately applied what I learned and saw results within weeks of completing the programme.

Customer Experience Director
Private Sector
“

GLI's certification is the most practical professional programme I have attended. The international frameworks gave me credibility with my employer and clients.

Service Operations Manager
NGO Sector
“

I earned my CDIR2 while working full-time. The self-paced format made it possible, and the quality of the content is genuinely world-class.

Contact Centre Lead
Government
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