Head of Customer Experience

We are seeking a dynamic and experienced leader to head our Customer Experience Department. Reporting directly to the VP of the division, this role will drive the strategic transformation of customer experience processes across the organization.

The position involves leading customer journey initiatives, creating synergy between different business units, and optimizing methodologies, processes, and performance to drive the field to the next level.

Key Responsibilities:

• Drive and lead the organizational strategy to transform and improve B2B and B2C customer experience across all touchpoints, driving both operational excellence and strategic shifts.
• Ensure the department’s ongoing performance by setting measurable goals, tracking progress, and continuously optimizing outcomes.
• Manage and lead a team, fostering professional growth and continuous improvement.
• Reshape the way customer journeys are approached, ensuring alignment with business goals and customer satisfaction.
• Collaborate effectively with different business units and senior leadership to create synergy and drive cross-functional initiatives.
• Analyze customer data, operational metrics, and feedback to derive insights and actionable recommendations.
• Prepare and deliver high-level presentations to senior management, articulating strategic insights and proposals for improvement.

Requirements:

• Minimum of 7+ years of experience leading customer experience processes in a large-scale organization, preferably within telecommunications, finance, retail, or technology sectors.
• Demonstrated experience in managing both B2B and B2C customer experiences.
• Proven track record in driving strategic changes and improving customer experience through innovative thinking.
• Strong interpersonal and communication skills, with the ability to assertively influence and drive initiatives across departments and management levels.
• Highly analytical, with the ability to translate data into meaningful insights and actionable strategies.
• Experience presenting and engaging with senior leadership in strategic discussions.
• Confidence, assertiveness, and the ability to manage multiple tasks under pressure while navigating complex organizational structures.