Lead - Customer Experience - IT/Online

Experience Roadmap Owner:

- Design and own the Customer experience roadmap across support, communication, product & delight

- Deploy best in class customer experience practices and tools to deliver high quality experience - Conduct market and competitive research to partner with external vendors for new initiatives -

- Maintain vendor performance & relationships and setup SOPs and SLAs with vendor partners

- Lead innovation and automation projects to bring in efficiencies and new offerings

- Providing customer feedback to product and internal teams to steer product enhancements

Experience Operations Owner:

- Define metrics, reporting structures and deliver and improve on Customer Experience KPIs - Design, improve the support and communication SOPs across support channels, inter-team coordination

- Lead the support team and act as an escalation point and backup on all support channels

- Plan & lead hiring, training and onboarding of customer experience team as the business scales

Skills:

- Ability to work in a fast paced environment while ensuring process adherence and customer satisfaction

- Discretion, diligence and reliability in designing and executing processes

- Customer empathy to ensure fine balance between process efficiency and customer satisfaction

- Strong analytical orientation and business judgement to measure process quality, prioritise customer feedback and suggest improvements to product, compliance and sales teams

- Strong cross-functional collaboration and communication skills with internal and external stakeholders

Persona:

- Experience: hands-on experience in leading teams & leading customer experience projects

- Education: robust academic track record

- Effective Communication: Ability to articulate ideas clearly and listen actively, ensuring smooth interactions with customers, partners and team members

- Analytical Proficiency: Strong ability to analyse data, understand trends, and draw actionable insights. Proficiency in Sheets/MS Excel and is mandatory. Candidates with experience in SQL will be preferred