Director of Customer Experience Strategy
2 weeks ago
About Network International
We are a leading payment solutions provider, and we are seeking an experienced professional to lead our customer experience strategy.
Key Responsibilities- Strategic Leadership: Develop and execute the bank's customer experience strategy, aligning it with overall business goals and market trends.
- Customer Journey Excellence: Oversee the design and optimization of end-to-end customer journeys, identifying pain points and opportunities for innovation.
- Team Leadership: Lead, mentor, and inspire the customer service and CX teams to deliver outstanding performance and professional growth.
- CX Metrics and Insights: Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), translating insights into actionable strategies.
- Customer Advocacy: Act as the voice of the customer within the organization, ensuring their needs and expectations are central to all business decisions.
- Digital and Omnichannel Excellence: Drive the adoption of digital tools and omnichannel strategies to deliver consistent, efficient, and engaging experiences across all platforms.
- Feedback and Improvement: Implement robust mechanisms for collecting, analyzing, and acting on customer feedback to ensure continuous improvement.
- Stakeholder Collaboration: Work closely with marketing, product development, operations, and technology teams to ensure CX initiatives are integrated seamlessly.
- Compliance and Standards: Ensure that all customer service activities align with banking regulations, policies, and service excellence standards.
- Education: A Bachelor's degree in Business Administration, Marketing, Customer Experience Management, or a related field. A Master's degree or professional certification in CX is an advantage.
- Experience: 10+ years of experience in customer service, customer experience, or related roles, with at least 5 years in a senior leadership position.
- Skills: Proven track record of designing and implementing successful CX strategies in the banking or financial services sector. Expertise in CX tools, CRM systems, and data analytics platforms. Strong leadership, communication, and change management skills.
- Language: A Namibian citizen or permanent resident fluent in English.
The estimated salary for this position is $120,000 - $180,000 per year, depending on experience.
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