Key Responsibilities:
Leadership & Team Management
Lead and develop the customer experience team, ensuring optimal workload distribution and staffing.
Provide coaching and mentorship to enhance team capabilities and foster career growth.
Implement leadership and training programs to build a customer-focused culture.
Act as the bridge between management and the CEX team, ensuring alignment with company goals.
Drive succession planning by developing skilled employees who can advance within the organization.
Customer Experience Strategy & Retention
Develop and execute CEX strategies to improve customer satisfaction, reduce churn, and increase retention.
Map the customer journeys and proactively identify opportunities for improvement.
Build strong relationships with key accounts and customers to drive engagement and loyalty.
Collect, analyze and interpret customer data to inform strategic choices and improve customer experiences using data-driven customer insights.
Operational Excellence & Process Improvement
Assess and optimize team workflows for efficiency and effectiveness.
Automate processes and personalized interactions such as chatbots & self-service solutions to enhance one-on-one customer engagement through the entire customer lifecycle
Promote a culture of continuous improvement in customer experience processes.
Report on key performance metrics to track progress and refine strategies.
Strategic Collaboration & Influence
Align cross-functional teams with CEX vision and goals, ensuring a unified approach to customer experience.
Partner with multiple stakeholders across Technical Support, Engineering, Product, and Account teams.
Be an advocate for customer-focused initiatives at all levels of the company, including executive leadership.
Report customer insights through, data visualization and storytelling to drive change and inspire action using customer insights
Skills & Qualifications:
Knowledge
A Bachelor’s Degree in a relevant field, such as Business and IT, Science, Economics, Statistics, or a related discipline.
3-5 years of experience in Customer Experience Management, a background in growth, strategy, or project management roles would be an added advantage.
Advanced technical knowledge of CEX systems and tools; and experience with systems in the Healthcare industry will be an added advantage.
Deep understanding of strategic leadership principles and frameworks for aligning teams with business objectives.
Knowledge of workload assessment, staffing optimization, and high-performance team management principles.
Experience in mapping the customer journey and driving interventions.
Knowledge of industry trends to anticipate customer needs and business opportunities.
Apply via :
www.savannahinformatics.com
