Head of Customer Experience

Job Description

Title: Head of Customer Experience

Company Name: উপায় (UCB Fintech Company Limited)

Vacancy: 01

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ At least 10 year(s)
∎ The applicants should have experience in the following area(s): Customer Relationship Management (CRM), Customer Service, Sales

Job Responsibilities:
∎ Develop Customer service strategy to ensure a positive customer experience.
∎ Develop and supervise proper service delivery at all the customer service touchpoints (Call center, Walk-in center, delegated touchpoints).
∎ Analyze customer feedback and advise the cross-functional teams for further improvement in terms of existing product/service/features and also provide input w.r.t. new product/service ideas.
∎ Coordinate with cross-functional teams for the development and refinement of end-to-end customer journeys to further improve customer engagement and ensure the highest levels of user experience.
∎ Develop and execute the plan to ensure customer satisfaction- as per the company goal.
∎ Be the champion for “customer-centricity culture” across the organization.

Additional Requirements:
∎ Experience in Telecom/ Financial Institutions/ Service industry- preferred.
∎ Minimum 10 years of experience in customer service/service delivery/ relationship management/sales/priority customer management- at least 5 years in a managerial role.
∎ Demonstrated ability to plan and rollout service channel(s).
∎ Extensive experience in cross-functional collaboration to develop smooth customer journey mapping for a positive customer experience.
∎ Proven ability to capture the voice of customers, insights, and analysis to define optimal processes and experience.
∎ Strong communication and teamwork skills, excelling in leadership, collaboration and change management.

Salary: Negotiable

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 29 Jul 2021

Company Information:
∎ 13 Jul 2021
∎ উপায় (UCB Fintech Company Limited)
∎ Address : UCB HQ (Plot - CWS- (A)-1, Road No - 34, Gulshan Ave, Dhaka 1212)
∎ Business : Mobile Financial Services

Category: Customer Support/Call Centre