
Customer Experience Lead
3 days ago
About the Role:
We are seeking a seasoned Customer Experience professional to lead our customer-centric initiatives, drive process improvements, and ensure exceptional customer satisfaction.
Key Responsibilities:
• Collaborate with cross-functional teams to develop and implement strategic business improvement processes
• Drive in-country process improvement initiatives to enhance customer experience
• Own the end-to-end customer lifecycle experience, including re-engineering processes and innovating customer service models
• Foster strong working relationships with team members and stakeholders to achieve goals and deliverables
• Optimize contracts, performance, digital tools, and risk management processes through digitization and innovation
Requirements and Qualifications:
• At least 10+ years of solid hands-on management experience in Customer Experience and Operations
• Proven track record of leading a team of more than 25 direct and indirect reports
• Strong understanding of start-up culture and ability to adapt quickly
• Excellent decision-making and influential skills, with the ability to provide sound justifications
• Excellent planning, strategy, and execution skills needed to manage projects
• Highly adept at process improvement methodologies
• Hands-on and detail-oriented, with excellent communication and interpersonal skills
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