Head of Customer Experience

2 weeks ago

th of October City, Egypt On-Hire Full time

A leading company in financial services industry is seeking for the head of customer experience strategy and ensuring a seamless and engaging journey for all customers. In this role, you will oversee all aspects of customer interactions and develop strategies to enhance customer satisfaction, loyalty, and advocacy.
**Key Responsibilities**:

- Define and implement the customer experience vision and strategy across all touchpoints.
- Lead and mentor a team responsible for delivering high-quality customer service and support.
- Analyze customer feedback and insights to identify areas for improvement and drive necessary changes.
- Collaborate with product, marketing, and sales teams to ensure a customer-centric approach in all initiatives.
- Monitor customer experience metrics and KPIs to assess the effectiveness of strategies.
- Develop and manage customer experience programs to foster customer loyalty.
- Stay informed on industry trends and best practices in customer experience management.
- Serve as the voice of the customer within the organization, advocating for their needs and preferences.

**Requirements**:
1. Bachelor’s degree in Business Administration, Marketing, or related field.
2. 10+ years of experience in customer experience, customer service, or related roles, with at least 5 years in a leadership position.
3. Proven track record of designing and implementing customer experience strategies.
4. Strong analytical skills and experience in using data to drive decision-making.
5. Excellent leadership and team management skills.
6. Exceptional communication skills, both verbal and written.
7. Customer-focused mindset with the ability to foster strong relationships.
8. Familiarity with customer experience technologies and tools.

**Benefits**:
Attractive Package

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