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09/03 Francis Grace Gloria
Head Recruiter at Worldwide Placement Limited

Views:1177 Applications:79 Rec. Actions:Recruiter Actions:67

Senior Director - Customer Experience (10-12 yrs)

Anywhere in India/Multiple Locations Job Code: 1060325

Benefits : Medical, dental, vision, & life insurance, and paid time off

Bonus Description: 20% annually

Signing Bonus : Negotiable

Work from Home : Until further notice; Must be located or relocate when position becomes on-site

Relocation if coming from outside Jamaica: Yes

Positions Available : 1

Our client is looking for a Director of Customer Experience to oversee their Banking/Fintech accounts, globally. This Director of CE will own the deployment of the company's quality framework in the assigned programs and partners with the business leaders, to ensure compliance to all contractual /client deliverables, continuous improvement of customer experience, talent development and deployment of company IT platforms to drive their strategic business goals.

Summary of responsibilities, but not limited to:

- Design and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve their client retention, issue resolution, revenue generation, etc.

- Continuously improve the customer satisfaction, quality, and sales KPI's, thru the effective deployment of the CIP framework to deliver a 50% reduction in all defect types.

- Deliver a 15% increase in share of wallet in our key strategic accounts with quality coverage, thru reduction of customer effort and touchpoints per resolution.

- Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.

- Ensure that all CE managers in the geo have a clear understanding of the vision and deliverables of the CE team and their expected contribution to the outcomes.

- Implement a monthly cadence of reviewing the business insights from CIP with the service delivery / account team to ensure complete alignment with the evolving customer expectations.

- Ensure cross functional actioning of the CE business insights generated, to prevent recurrence and drive improvement in the Customer experience.

- Build the CE team's skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs.

- Represent the company customer experience function in internal and external forums.

- Perform any other assigned tasks as required by the leadership team.

- Responsible for the execution & enhancing the Customer Effort Analysis, Insights & Action - Planning for the key strategic accounts in the geo. Drive improvements across the customer's touchpoints, time to resolution, repeats, transfers and boosting revenue generation etc. (measured by NPS, results of initiatives ...reference focus areas)

- Build, present & drive change through the monthly analysis of emerging trends to identify the shift, trends & opportunities in performance, referenced by the priority of KPI's.

Lead and drive initiatives to deliver improvements in the bi-annual Client NPS for the Owned or Assigned Accounts etc.

- Execute upon the CI framework 2.0 to improve results partnering with CLS, SD & TA, maximizing performance and bonus. This includes ownership to identify opportunities as defined by the Towers/SOW/Emerging Client Business Trends etc.

- Lead the New CE Operations, including client engagements as an executive owner for 1 key strategic accounts globally.

- Be an expert on and by demonstration on key practices of coaching, analytics, etc. and be able tell-do-show or enable skilling or upskilling the team on Lean 6 Sigma, Design Thinking, SA/Company Perform, Tower 1 or 2 Products (refer to outputs and Gannt Chart Products).

- Influence to deliver a 5-15% increase in the share of wallet in the key strategic accounts within span (geo or client or cluster) Partner with the geo service delivery team to drive excellence in operations (reduction of customer effort and touchpoints per resolution) etc.

- Leads activities related to reduction of Consultant Effort, Top Talent Retention & Development initiatives within span (client or cluster)


- A strong background in BPO/BPT (US) supporting banking and Fintech clients. 10 years in the US banking BPO/BPT industry with at least 2 different customer management roles and functions; a strong understanding of CLM and BLM banking operations

- Experienced in customer research, business analytics and continuous improvement

- Hands on experience in driving change management in a large matrixed environment, Min 6 years in a people management role with experience in directing multiple teams in a busy and task-oriented environment.

- Lean Six Sigma/CI Methodologies/Design Thinking trained and certified.

- Strong Lateral Work Experience in other functions like Service Delivery, Training, etc. At least

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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