Head Of Customer Experience

A leading company in financial services industry is seeking for the head of customer experience strategy and ensuring a seamless and engaging journey for all customers. In this role, you will oversee all aspects of customer interactions and develop strategies to enhance customer satisfaction, loyalty, and advocacy.

Key Responsibilities :

• Define and implement the customer experience vision and strategy across all touchpoints.
• Lead and mentor a team responsible for delivering high-quality customer service and support.
• Analyze customer feedback and insights to identify areas for improvement and drive necessary changes.
• Collaborate with product, marketing, and sales teams to ensure a customer-centric approach in all initiatives.
• Monitor customer experience metrics and KPIs to assess the effectiveness of strategies.
• Develop and manage customer experience programs to foster customer loyalty.
• Stay informed on industry trends and best practices in customer experience management.
• Serve as the voice of the customer within the organization, advocating for their needs and preferences.

Requirements

1. Bachelor’s degree in Business Administration, Marketing, or related field.

2. 10+ years of experience in customer experience, customer service, or related roles, with at least 5 years in a leadership position.

3. Proven track record of designing and implementing customer experience strategies.

4. Strong analytical skills and experience in using data to drive decision-making.

5. Excellent leadership and team management skills.

6. Exceptional communication skills, both verbal and written.

7. Customer-focused mindset with the ability to foster strong relationships.

8. Familiarity with customer experience technologies and tools.

Benefits

Attractive Package