CX Strategy & Loyalty Leader

HSBC Global Services Limited; Chiapas; Presencial; MXN 1,376,000 - 2,066,000; Jornada completa

Descripción de la vacante

A leading global bank in Mexico, Chiapas, is seeking a Head of Customer Experience. This role is critical for developing and executing a comprehensive customer experience strategy and leading all customer interaction initiatives. Key responsibilities include analyzing customer satisfaction metrics, optimizing processes, and fostering a customer-centric culture. The ideal candidate will have strong leadership and communication skills, CX knowledge, and the ability to manage projects effectively. Join a workplace committed to gender equality and employee rights.

Formación

• Demonstrated ability to analyze data and make data-driven decisions.
• Experience leading teams to foster a customer-centric culture.
• Excellent verbal and written communication skills.
• Strong empathy to understand customer needs.
• Commitment to improving customer satisfaction.
• Knowledge of CX best practices and methodologies.
• Experience managing customer experience projects.
• Understanding of CX strategy and customer feedback analysis.

Responsabilidades

• Develop and execute the CX strategy.
• Oversee the implementation of CX initiatives.
• Analyze and measure customer satisfaction through various data.
• Optimize CX processes and eliminate bottlenecks.
• Foster a customer-centric culture throughout the organization.
• Collaborate with other departments for consistent CX.
• Stay updated on CX trends and best practices.

Conocimientos

Ability to analyze data

Leadership

Communication skills

Empathy

Customer orientation

CX knowledge

Project management experience

Customer experience fundamentals

Technologia and tools

Industry trends and best practices

Business Acumen

Herramientas

CRM systems

analytics tools

customer support software

digital channels

Descripción del empleo

A leading global bank in Mexico, Chiapas, is seeking a Head of Customer Experience. This role is critical for developing and executing a comprehensive customer experience strategy and leading all customer interaction initiatives. Key responsibilities include analyzing customer satisfaction metrics, optimizing processes, and fostering a customer-centric culture. The ideal candidate will have strong leadership and communication skills, CX knowledge, and the ability to manage projects effectively. Join a workplace committed to gender equality and employee rights.