Head of Customer Experience: CX Strategy & Optimization

Hsbc Global Services Limited; Xico; Presencial; MXN 1,077,000 - 1,797,000; Jornada completa

Descripción de la vacante

A leading global financial services provider in Mexico is seeking a Head of Customer Experience to shape and optimize customer interactions. You will lead CX initiatives, analyze customer satisfaction data, and collaborate with various departments to enhance the overall customer journey. The ideal candidate must possess strong leadership, communication skills, and experience in customer experience best practices. This role offers an opportunity to influence customer satisfaction and drive business success.

Formación

• Ability to analyze data and make data-driven decisions.
• Motivate teams and foster a customer-centric culture.
• Excellent verbal and written communication skills.
• Understand customer needs and act accordingly.
• Commitment to improving customer satisfaction.
• Knowledge of CX best practices and methodologies.
• Manage CX projects effectively and efficiently.
• Understand CX strategy and journey mapping.

Responsabilidades

• Develop and execute the customer experience strategy.
• Oversee the implementation of CX initiatives and programs.
• Analyze and measure customer satisfaction data.
• Optimize customer experience processes and channels.
• Foster a customer-centric culture within the organization.
• Collaborate with departments to ensure consistency.
• Stay updated on CX trends and best practices.

Conocimientos

Data analysis

Leadership

Communication skills

Empathy

Customer orientation

CX knowledge

Project management

Customer experience fundamentals

Technology and tools

Industry trends

Business Acumen

Herramientas

CRM systems

Analytics tools

Customer support software

Digital channels

Descripción del empleo

A leading global financial services provider in Mexico is seeking a Head of Customer Experience to shape and optimize customer interactions. You will lead CX initiatives, analyze customer satisfaction data, and collaborate with various departments to enhance the overall customer journey. The ideal candidate must possess strong leadership, communication skills, and experience in customer experience best practices. This role offers an opportunity to influence customer satisfaction and drive business success.