Head of Customer Experience

Overview:We are looking for a strategic and customer-focused leader to head the organization's customer experience function. The Head of Customer Experience will be responsible for defining and executing strategies that improve customer satisfaction, enhance engagement across all touchpoints, and build long-term loyalty. This role will work cross-functionally to embed a customer-first mindset throughout the organization, using data-driven insights and innovative solutions to elevate the end-to-end experience.Key Responsibilities:Strategic LeadershipDevelop and implement a comprehensive customer experience strategy aligned with business objectives.Champion a customer-centric culture throughout the organization to improve satisfaction and retention.Team LeadershipLead, mentor, and grow a high-performing team responsible for customer experience initiatives.Promote a culture of continuous improvement, accountability, and operational excellence.Cross-Functional CollaborationPartner with teams across the organization (e.g., marketing, product, operations, service) to ensure a seamless and consistent customer journey.Drive alignment across departments on customer experience goals and initiatives.Customer Insights & FeedbackGather and analyze customer feedback, behavioral data, and market trends to identify areas of improvement.Oversee the implementation of listening tools such as surveys, NPS, and other feedback mechanisms.Journey Mapping & OptimizationLead efforts to map customer journeys and identify pain points or opportunities for improvement.Design and implement enhancements to improve satisfaction, reduce effort, and create value across all interactions.Digital Experience EnablementGuide the integration and optimization of customer-facing digital tools and self-service platforms.Oversee the implementation of technologies (e.g., chatbots, knowledge bases) to support efficient and responsive service.Performance MeasurementDefine key metrics for customer experience success (e.g., CSAT, NPS, resolution time) and track progress.Use performance data to inform decisions and recommend changes for continuous improvement.Issue Resolution OversightProvide strategic oversight on high-impact customer issues and ensure timely resolution.Develop escalation frameworks and service recovery protocols to uphold customer trust.Innovation & Industry AwarenessStay updated on evolving customer expectations, industry best practices, and emerging technologies.Introduce innovative practices and tools to improve customer engagement and operational efficiency.QualificationsBachelor’s or Master’s degree in Business, Marketing, Communications, or a related field.10+ years of experience in customer experience, service strategy, or related leadership roles.Proven ability to lead customer-focused initiatives in a large-scale or high-volume environment.Experience managing customer journeys across digital and traditional channels.Strong background in analyzing customer data and translating insights into strategic improvements.Excellent leadership, stakeholder management, and communication skills.Proficiency with customer feedback platforms, CRM systems, and performance dashboards.