Head of Customer Experience Job at the People Practice
The People Practice - Our client, a digital bank that provides seamless solutions to Nigeria's retailers, SMEs and individuals, is recruiting to fill the position below:
Job Position: Head of Customer Experience
Job Location: Lagos
Employment Type: Full-time
Job Description
- Our client is looking to hire a Customer Experience Head who will play a pivotal role in shaping and executing their customer-centric strategies.
- This leadership position requires a seasoned professional with a minimum of 7 years of experience, preferably within both customer experience and strategic roles.
- S/he will be responsible for driving initiatives that elevate the overall customer journey, ensuring a seamless and positive experience across all touchpoints.
Responsibilities
Strategic Vision:
- Develop and execute a comprehensive customer experience strategy aligned with the company's overall business objectives.
- Lead the strategic planning for customer engagement, retention, and satisfaction.
Cross-Functional Collaboration:
- Collaborate with executive leadership and other departments to integrate customer experience strategies into the broader organizational strategy.
- Work closely with product, engineering, marketing, business development, and UX teams to ensure a unified and strategic approach to customer experience.
Customer Feedback and Insights:
- Oversee the Interactions with customers via our Freshdesk platform.
- Collect, track and analyze customer feedback develop structures to foster improvements based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.
- Utilize customer insights to inform strategic decisions and drive improvements across the organization.
- Develop mechanisms for collecting and analyzing customer feedback to extract actionable insights.
- Takes a consultative approach in helping customers overcome issues and achieve their goals.
Performance Metrics:
- Establish key performance indicators (KPIs) to measure the success of customer experience initiatives.
- Regularly analyze data and feedback to identify areas for improvement and optimization.
Technology Integration:
- Evaluate and implement innovative technologies to enhance customer interactions, ensuring a seamless and technologically advanced customer experience.
- Work closely with the technology teams to align customer experience goals with technical capabilities.
Leadership and Team Development:
- Lead and mentor a team of customer experience associates, fostering a culture of excellence and continuous improvement.
- Provide strategic guidance to the team in addressing complex customer challenges.
Reporting and Analysis:
- Prepare and submit comprehensive customer experience reports on a weekly and monthly basis.
- Provide strategic recommendations based on the analysis of customer feedback and performance metrics.
Qualifications
- Bachelor's Degree in Business, Marketing, or a related field; Master's degree preferred.
- Minimum of 7 years of experience in customer experience roles, with a focus on strategy development and implementation
- Proven track record of successfully implementing strategic initiatives that enhance overall customer satisfaction and loyalty.
Must have skills:
- Strong analytical and problem-solving skills, with the ability to leverage data for strategic decision-making.
- Excellent leadership, communication, and interpersonal skills.
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