Customer Experience Director

2 weeks ago

Sydney, New South Wales, Australia XE Full time

At XE, we're dedicated to providing a comprehensive range of currency services and products. Our goal is to deliver an exceptional customer experience through our Currency Converter, Market Analysis, Currency Data API, and secure Money Transfers for individuals and businesses.

We leverage technology to deliver these services through our website, mobile apps, and over the phone. Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas.

Our team works together to develop new and better currency services that put our customers first. We're proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions.

The purpose of this role is to effectively manage customer complaints, ensuring the reputation of XE is protected and that all complaints are handled within regulatory guidelines.

This involves leading from the front in ensuring a high-quality service is being delivered to customers. Providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement.

Key Responsibilities
  • Drive the Customer Care Team to deliver a high impact support experience for consumers and businesses, meeting key performance targets and service levels.
  • Strategic Output: Encourage a 'one global team' culture as we evolve our 'follow the sun' support model and provide additional support bandwidth to other regions during peak times.
  • Thrive on excellence: Drive excellence as the team responds to inbound queries from XE's global customer base.
  • Complaints Management: Manage escalated cases and formal complaints, lead changes in XE's processes to reduce the number of formal complaints.
  • Relationship Builder: Build strong relationships with internal stakeholders and drive the team to build strong customer relationships with XE.
  • Problem Solver: Identify any issues in the end-to-end process, and highlight areas for improvement, working collaboratively with key teams.
  • Mentorship: Responsible for empowering and coaching the customer care team to optimize the overall team performance.
  • Revenue targets & milestones: Achieve revenue targets as the customer care team is empowered to execute simple, low value money transfers directly for customers.
  • Enforce adherence to standard global processes, actively monitoring performance and suggesting continuous improvements to tools and processes.
Requirements
  • Leading teams: 3-5 years' experience managing teams to deliver an excellent customer experience.
  • Targets driven: Experience in managing and motivating a team to deliver against targets and metrics.
  • Excellent communication: Spoken and written.
  • Coaching skills: Investing in team members to perform at the highest level.
  • Improvements and efficiencies: Ability to adhere to process, and based on results propose continuous improvements.
  • Agile environment: Comfortable working in a fast-paced, target-driven environment.
  • Metrics and Data: Data-driven and analytical, with an ability to review/analyze performance metrics, and coach team members in order to optimize performance and achieve targets.
  • Ability to build deep domain knowledge of XE's business and customer proposition.
  • Ability to work in a global team, sharing best practice and working collaboratively to raise the bar across the organization.
About Us

We want XE to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects.

Salary: $80,000-$83,000 per annum.

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