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.