Senior Customer Experience Manager

4 days ago


Karachi, Sindh, Pakistan beBee Careers Full time
Lead Claims and Customer Success Representative Overview

This key leadership position is responsible for overseeing the end-to-end user experience and claims processes, ensuring exceptional service delivery and operational efficiency.

Key Responsibilities:
  • Develop and implement strategies to design, monitor, and improve customer journeys across all touchpoints.
  • Collaborate with various departments (Sales, Operations, QA) to ensure a consistent and high-quality customer experience.
  • Analyze customer feedback and satisfaction metrics, identifying areas for improvement and implementing corrective actions.
  • Utilize customer data to analyze pain points and optimize the customer experience.
  • Manage the claims team, providing guidance and support to ensure efficient claims handling.
  • Develop policies and procedures to streamline claims processing and reduce turnaround times.
  • Analyze claims data to identify trends, reduce risks, and improve efficiency.
  • Leverage data analytics tools to track performance metrics for both CX and Claims functions.
  • Work closely with the QA team to ensure customer feedback is integrated into quality improvement initiatives.
  • Collaborate with the CX team to align claims processes with broader customer experience goals.


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