Head, Customer Experience at Birdview Group

Role Overview:

• As the Head of Customer Experience, you will be the driving force behind cultivating a customer-centric culture throughout our organization.
• Your role will involve strategic planning, designing customer journey maps, implementing initiatives, and leading a team to ensure that every touch point with our customers reflects our commitment to excellence.

Key Responsibilities:

• Develop and execute the overall customer experience strategy in alignment with the company’s mission and goals.
• Lead, mentor, and inspire a team of dedicated customer experience professionals.
• Collaborate with cross-functional teams to ensure consistent messaging and seamless customer interactions across all channels.
• Analyze customer feedback and data to identify pain points, trends, and opportunities for improvement.
• Implement innovative solutions to enhance customer satisfaction, loyalty, and retention.
• Create and monitor KPIs to measure the effectiveness of customer experience initiatives.
• Stay up-to-date with industry trends and best practices to continuously innovate our customer experience offerings.
• Deescalating customer issues

Qualifications:

• Bachelor’s degree in relevant field Master’s degree preferred.
• Proven 5+ years of experience in customer experience, 2+ years in a leadership or managerial role.
• Strong understanding of customer journey mapping and touch point optimization.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Exceptional communication and interpersonal skills.
• Creative problem solver with a track record of implementing successful CX initiatives.
• Proficiency in relevant tools/software/platforms.