FinTech Company in Berlin

The Head of Customer Service Experience (m/f/d) will be responsible for scaling the Customer Experience Operations and the referring teams to meet the demands of the company’s growing business. He/ she will design and execute a customer experience strategic plan in close collaboration with the product and tech teams to meet the needs of the overall business.

The Head of Customer Service Experience (m/f/d) will be responsible for making a meaningful impact on how the customers perceive the services provided to them. He/she will report directly to the COO and have 3 direct reports (Head of Global Training and Quality, Global Implementation Manager, Manager Content and Knowledge).

Ihre Aufgaben

Responsibilities:

  • Re-design and -define the customer (service) journey
  • Design and execute the customer service experience strategic plan to align with the company’s business plan and growth initiatives
  • Leading and scaling the customer experience team
  • Creating, maintaining and enhancing customer experience processes and related documentation
  • Conceptualizing a global training and quality strategy with the Global Head of Training and Quality
  • Choosing and implementing a best-in-class LMS System
  • Implementing, maintaining and upgrading customer experience software and systems
  • Getting the “hands dirty” by doing every customer experience task to gain a deep understanding of the company’s systems and processes and how they work
  • Working closely with the product and tech teams to increase customer satisfaction, drive efficiency and resolve problems
  • Reviewing, updating and creating processes continually
  • Reviewing and updating process and system documentation continually
  • Building a team
  • Updating and customizing existing customer experience systems to meet the increasing demand for automation

Ihr Profil

Requirements:

  • experience in a hands-on customer service environment and deep knowledge of key customer service topics
  • the company is small and – as a result, has limited resources – the candidate needs to be scrappy
  • strong leader who’s technologically savvy and who likes trying new things, moving quickly and getting things done
  • a passion for customer satisfaction
  • strong project management skills
  • CS In-house operation experience
  • Experience working with cross-departmental and global teams
  • A love for processes and numbers
  • Strong analytical skills
  • Experience leading, growing and coaching people
  • Experience creating and executing strategic plans

Nice to have:

  • Experience on both small and large customer service teams
  • Salesforce experience
  • Training and coaching experience
  • Vendor management experience
  • A passion for banking