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National Customer Experience Strategist
2 weeks ago
We are seeking a visionary leader to spearhead our national customer experience strategy. This role requires an individual with a proven track record of driving exceptional service standards, ensuring compliance, and empowering teams to deliver outstanding results.
">- Design and implement customer service processes that meet or exceed industry benchmarks.
- Develop and manage comprehensive national customer service training programs for all staff members.
- Collaborate with branch teams and key stakeholders to drive engagement and collaboration.
- Monitor and measure customer experience through key performance indicators (KPIs), Net Promoter Score (NPS), and performance dashboards.
- Reduce service issues and credits through process improvements and targeted training initiatives.
- Oversee complaint handling, customer queries, and resolution processes to ensure timely and effective resolutions.
- Drive digital transformation by improving online customer interactions and leveraging CRM systems effectively.
- Established track record in a comparable position, preferably across multiple locations or regions (minimum of 5 years' experience).
- Demonstrated customer-centric approach with a focus on enhancing and elevating the end-to-end customer journey.
- Familiarity with CRM systems, customer portals, and other digital tools is essential.
- Exposure to AI-driven tools and technologies is highly regarded.
- Advanced written, oral, and interpersonal skills with the ability to present ideas to management and influence stakeholders.
- Strong stakeholder management experience and capability working with multi-disciplinary teams.
- Ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Robust analytical skills with proficiency in data analysis, data modeling, and mapping.
- Self-motivated, results-focused mindset with the ability to manage multiple tasks under pressure and tight deadlines.
- Long-term job stability and career growth opportunities.
- A collaborative and supportive work environment with a strong sense of community.
- Ongoing training and development programs to enhance skills and knowledge.
- Competitive compensation package and referral rewards program.
