Head of Customer Experience at Optiven Limited

JOB PURPOSE STATEMENT

The job holder is responsible for managing the overall all end-to-end customer experience within the Group through all channels and touchpoints using well defined standards and processes. The role oversees and leads the improvement of all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle with a focus on creating positive customer impact and hence a positive impact on the company’s bottom line. These includes:

• Developing and implementing customer experience strategies and initiatives.
• Analyzing customer feedback and data to identify improvement opportunities.
• Ensuring consistent and positive customer interactions across all touchpoints.
• Collaborating with cross functional teams to enhance customer satisfaction.
• Monitoring customer metrics and reporting on CX performance.

KEY RESPONSIBILITIES

Customer Experience Standards

• Define, implement and review the organization’s customer experience standards and guidelines and align them to overall corporate strategic goals.
• Review the standards and guidelines in line with changing regulations and market dynamics.
• Create strategic alignment for Customer Experience KPIs and ownership throughout the organization.
• Collaborate with cross-functional teams to align customer experience efforts with business goals and objectives.

Customer Service Excellence Management

• Be the voice of the customer and drive processes to identify and close gaps in the customer experience based on direct and indirect customer feedback.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Collaborate with relevant stakeholders to drive internal customer satisfaction and build strong customer relationships.
• Collect, collate and analyze customer feedback and data to provide insights into customer needs, identify pain points and improve the customer journey.

Business Process Management

• Establish and manage key customer experience processes, including customer contact facilities, interaction models and complaint tools.
• Monitor customer retention trends and manage performance metrics.
• Compile and analyze monthly reports to track customer service performance, including metrics such as customer satisfaction and conversion rates.
• Ensure regulatory and risk-related compliance of all processes at all times.
• Manage change related to customer experience processes and systems.

Customer Feedback Management and Reporting

• Collect customer feedback and data via surveys and all other feedback channels.
• Communicate findings to relevant stakeholders and design interventions to create a positive customer experience.
• Monitor and report on the implementation of intervention initiatives.
• Identify customer pain points and recommend ways to improve the customer journey.

Continuous Improvement

• In collaboration with business leadership, develop and implement initiatives to improve customer interactions across multiple touchpoints and channels for all business units.
• Follow up on implementation of improvement initiatives, report on progress and analyze impact.
• Review and continuously improve on initiatives.

People Management

• In collaboration with HR, recruit, train, coach and mentor the customer service team.
• Evaluate and monitor effectiveness of training programs.
• Develop, assign, monitor and review team member targets.
• Manage team discipline, build and motivate the team for optimal performance, and drive organizational culture.

Other duties assigned from time to time

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• University degree or equivalent in Business Administration, Business Management, Communications, Public Relations, Marketing or a related field. An MBA will be an added advantage.
• Minimum of 10 years’ experience in Customer Experience or Business Operations, 5 of which should have been in a leadership/supervisory capacity.
• Relevant experience in the Service Industry, Telecommunications, Banking, Insurance or similar customer-centric industries.
• Customer Experience or Service Excellence certification will be an added advantage.
• Experience leading change and inspiring teams with an exciting future vision.
• Proven ability to define and implement CX standards, manage feedback systems and drive continuous improvement across multiple channels and touchpoints.

COMPETENCY REQUIREMENTS

• Excellent communication, interpersonal and negotiation skills.
• Strong leadership and people management skills.
• Business acumen and commercial awareness.
• Team working and collaboration skills.
• Knowledge and experience of business process review to provide guidance on strategic / continuous improvement.
• Technical skills to effectively perform and guide performance of Business and Operations teams’ activities to consistently achieve high quality standards.
• Ability to analyze customer data, identify insights and translate them into actionable improvements.
• Strong stakeholder management and change management capabilities.