Head of Customer Experience

Reports to: Head of Operations

We are seeking a strategic and customer-focused leader to drive customer experience excellence across the organization. The Head of Customer Experience will be responsible for enhancing customer journeys, improving service quality, managing customer feedback and complaints, driving retention initiatives, and overseeing customer service operations to increase customer satisfaction, loyalty, and business growth.

Key Responsibilities

• Lead the development and execution of customer experience strategies across all customer touchpoints.
• Identify customer journey gaps and drive cross-functional improvements with Operations, Sales, Marketing, Product, IT, and other stakeholders.
• Analyze customer feedback, complaints, and service performance data to recommend and implement improvements.
• Design and facilitate customer journey mapping, CX initiatives, and customer research activities.
• Partner with Product and IT teams to ensure seamless and customer-centric processes and platforms.
• Manage and resolve major customer complaints, ensuring timely and effective outcomes.
• Develop and implement customer retention programs to improve customer loyalty and reduce churn.
• Oversee call center and customer service operations, ensuring service excellence and operational efficiency.
• Monitor customer service KPIs and drive continuous improvement initiatives.

Requirements:

• Bachelor's Degree in Business Administration, Marketing, Management, Communications, or a related field.

• 10+ years of experience in Customer Experience, Customer Service, Contact Center Operations, Customer Success, or related functions, with at least 5 years in a leadership role.

• Proven experience in developing and implementing customer experience strategies that improve customer satisfaction, loyalty, and retention.

• Strong analytical skills with the ability to interpret customer insights, complaints data, service metrics, and business performance indicators to drive improvements.

• Customer-centric mindset with a passion for delivering exceptional customer experiences.