Head of Business Excellence and Customer Experience JB-26373

About us:

At Cal, we believe in the power of change. We lead innovations and initiate countless transformations.

We are shaping the future of payments, influencing and improving the reality for hundreds of thousands of customers and businesses in Israel.

We believe in our people, encourage professionalism, excellence, personal development

and we're dedicated provide the best employee experience.

We invite you to join the transformation and take part in shaping our shared story.

About the role:

Responsible for developing and implementing a vision, strategy, and action plan focused on enhancing the customer experience according to LOB. Analyze and map processes and data to improve metrics and identify business trends and opportunities. Foster a culture of continuous improvement, growth, and innovation, lead initiatives, and implement technologies to enhance processes and achieve business excellence.

Requirements:

• Proven leadership abilities and experience in customer experience and business excellence
• A minimum of 8 years of experience managing similar processes in a large financial/technology/retail organization
• Bachelor's degree in Industrial Engineering and Management or a relevant field from recognized universities is required; a relevant Master's degree - an advantage
• Experience in team management - an advantage
• Prior experience leading cross-organizational business and technological processes in service/operations, including customer service centers
• Deep understanding of customer journey mapping and VOC surveys
• Proven track record in leading technology-based projects in corporate environments
• Strong analytical skills, process thinking, broad business perspective, and ability to leverage data for decision-making
• Significant advantage for experience in consulting firms
• Experience using customer experience and business intelligence tools