Summary The Director Customer Experience leads a team of Customer Experience professionals relentlessly focused on the customer journey and facilitating a seamless, transparent and frictionless experience for customers.
Key Responsibilities Establish and implement customer experience assessments and design frameworks; Lead cross functional teams to conduct customer experience assessments and design customer experiences Engage with customers to understand challenges, develop improvement plans and execute within the business Develop a portfolio of customer journey, insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience by segment, and compelling reports that compel strategic action systematically across the company.
Leverage agile methodology and sprint planning to develop and deploy systematic action to fix and prevent recurrence of issues in order to create additional value for the customer and for Finastra, working seamlessly across Product, GTM, Support and IT domains to enable change, rapidly.
Develop internal communications that educate all employees about customer experience realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.
Develop customer experience performance metrics and dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of the e2e customer experience.
Ensure ongoing skill development and capability-building within the customer experience team and employees for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.
Team Leadership Manage all aspects of performance and development of a high performing Customer Experience team to encourage engagement and professional growth Establish and maintain controls and feedback systems to monitor the performance of the team.
own the selection process Key Qualifications : University degree in related field with 8 years related experience Strong background in customer experience, research and analytics techniques, customer strategy, process improvement, design thinking, agile methodology, and performance management.
Customer management experience such as voice of customer, customer support, customer intelligence, and customer loyalty.
Demonstrated ability to inspire collaboration and drive change with momentum. Experienced in navigating ambiguity and change with an entrepreneurial mindset.
Strong analytical and problem-solving skills; proven experience in consulting or improving business and / or customer experience processes.
Confident to challenge status quo; change agent Strong written and oral communication skills; strong interpersonal communication.
Experience leading a team of customer experience professionals preferred Finastra product experience preferred