Position title
Head of Customer Experience
Description
Seeking a dynamic and experienced Head of Customer Experience to lead our FinTech company into the future. In this pivotal role, you will be instrumental in defining and executing strategies that elevate customer satisfaction, loyalty, and engagement. Our diverse portfolio of financial products demands a dedicated leader who can navigate unique customer segments with finesse and drive the overall success of our customer experience initiatives.
Responsibilities
- Strategic Leadership: Develop and execute a comprehensive customer experience strategy in alignment with company goals and values.
- Cultivate a culture centred around customer-first principles and operational excellence within the Customer Experience group.
- Team Management: Lead and inspire a cross-functional team of customer support, service, and engagement professionals.
- Oversee the Customer Experience Center (CXC) function, including Customer Success Operations (level 1 and level 2 support) and Technical Services (level 3 support).
- Supervise Technical Account Management (TAM), sales support, and pre-sale consulting activities to drive innovative customer engagement and revenue growth.
- Customer Journey Mapping: Analyze the entire end-to-end customer journey to pinpoint pain points and recognize areas for enhancement.
- Assume ownership and accountability for a range of key customer-related metrics, which includes, but is not limited to, CSAT (Customer Satisfaction), CES (Customer Effort Score), NPS (Net Promoter Score), and SLA (Service Level Agreement) compliance.
- Data-Driven Insights: Utilize data analytics to extract profound insights into customer behavior, preferences, and feedback.
- Apply data-driven insights to inform and guide decision-making processes.
- Continuous Improvement: Establish and promote a culture of continuous improvement within the organization.
- Ensure that customer feedback serves as the primary driver for product and process enhancements, advocating for their implementation.
- Technology Integration: Oversee the adoption and integration of cutting-edge customer experience technologies and platforms.
- Compliance and Quality Assurance: Ensure that all customer interactions adhere to regulatory requirements and maintain high-quality standards.
- Customer Advocacy: Create and maintain customer advocacy programs aimed at amplifying positive customer stories and testimonials.
- Collaborate closely with leadership and senior management across various departments to ensure that the customer experience is consistently considered in the decision-making process.
- Implement a process for escalating critical issues to upper management, accompanied by viable recommended actions or resolutions.
- Cross-functional collaboration: Collaborate closely with product, marketing, and operations teams to ensure a seamless and consistent customer experience across all touchpoints.
- Team Performance Metrics: Establish and monitor key performance indicators (KPIs) pertaining to customer satisfaction, loyalty, and retention.
- Offer guidance and support for the career growth and development of all employees within the Customer Experience group.
Qualifications
- 10-15 years of relevant experience
- Strategic Vision: A proven track record of developing and executing customer experience strategies that drive business growth and customer loyalty.
- Leadership Skills: Exceptional leadership and team management abilities, with a history of building and motivating high-performing teams.
- Analytical Proficiency: Strong data-driven decision-making skills, with the ability to derive actionable insights from customer data and feedback.
- Financial Services Experience: Previous experience within the fintech or financial services industry, with a deep understanding of customer expectations in this sector.
- Communication Skills: Excellent communication and stakeholder management skills, both internally and externally.
- Customer-centric mindset: A relentless commitment to putting the customer at the center of all decisions and actions.
- Quality Focus: A passion for maintaining and enhancing service quality and compliance.
- Adaptability: The agility to thrive in a fast-paced, evolving environment.
- Problem-Solving Abilities: Strong problem-solving skills, with the capacity to address complex challenges.
How to Apply
If you liked what you read and believe to be up for the challenge, we'd be pleased to welcome you to the recruitment process for this position. Simply click on apply and submit your contact info. Afterward, this will happen next:
- The hiring team will review your application
- 2-3 Interviews with the hiring team, People Operations team and all stakeholders involved in the process
Job Benefits
- Work with other talented, ambitious international colleagues who love their craft
- A modern and well-equipped work environment
- Flexible working hours
- A medical healthcare plan and annual health check-up
- A friendly bunch of colleagues
What We Believe In
- We cultivate teamwork and a trust-based working culture
- We celebrate diversity and continuous improvement
- Giving our employees the opportunity and create for their own success
We look forward to hearing from you.Opn embraces diversity and nourishes an open and inclusive work environment. We are home to over 27 nationalities and all decisions to hire, promote or discharge are based on merit, competence, performance, and business needs.We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other applicable legally protected characteristics.
- Discover how Opn prioritizes and protects your privacy and data by clicking HERE to explore our Human Resources privacy policy before you embark on your journey with us.
Hiring organization
- Founded in 2013 (formerly Omise), 500 people
- Headquartered in Japan, with operational headquarters in Bangkok and offices in Singapore, Indonesia, Malaysia and Vietnam
- Raised over $236M of funding to date from institutional investors including SCB10X, SPARX Group Co. Ltd., Toyota Financial Services Corporation, JIC Venture Growth Investments, MUFG Bank, Mars Growth Capital, Ascend Venture Group, and more
- Won Digital Startup of the Year at Digital Thailand Big Bang 2017
- Won Forbes Japan Startup of the Year 2018
- Won 3 awards from International Business Magazine Award 2020
- Most Innovative Electronic Payment Platform for Singapore
- Most Innovative Seamless Transactions Provider for Singapore
- Best Payment Solutions Provider in Singapore
- Won Mizuho Innovation Award 2022 (Q2)
Employment Type
Full-time
Industry
Financial Services
Job Location
Bangkok, Bangkok City, Thailand
Date posted
October 19, 2023
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