Customer Experience Lead

Banco Pichincha (Miami Agency); Coral Gables (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Banco Pichincha (Miami Agency) is seeking a Customer Experience / Service Lead to shape and run the agency’s customer service framework during client transitions and growth. You will implement scalable processes, case management in Salesforce, and automation initiatives to improve operations and client satisfaction.

You will collaborate with Business, Operations, Compliance, and IT teams to deliver high-quality service, track performance, and drive continuous improvements across workflows and

Qualifications

• Bachelor's degree in a relevant field is required or strongly preferred.
• 5–8 years in banking operations, customer experience, case management, or related roles.
• Strong written and verbal communication with good organizational skills.
• Ability to manage multiple priorities and deadlines effectively.
• Exposure to Salesforce Service Cloud and automation tools is preferred.

Responsibilities

• Lead and support customer service activities during transitions and growth.
• Coordinate and track client inquiries, escalation, and resolution.
• Serve as liaison between internal departments on client service matters.
• Develop and administer a formal case management program in Salesforce Service Cloud.
• Create workflows for intake, routing, escalation, tracking, and reporting.
• Support CRM implementation and optimization with IT and business teams.
• Assist in AI/chatbot capabilities to improve efficiency in service.
• Prepare reports on case metrics, trends, and performance.
• Identify opportunities for workflow automation and process improvement.
• Collaborate with Business, Operations, Compliance, and IT on transition matters.

Skills

Organizational skills

Analytical skills

Problem solving

Communication skills

Time management

Education

Bachelor’s degree in Business Administration, Finance, Information Systems, Communications, Operations Management, or related field

Tools

Salesforce Service Cloud

CRM platforms

Workflow systems

Automation tools

Job description

The Customer Experience / Service Lead is responsible for supporting and leading the Agency’s customer service framework in connection with the transition and integration of client accounts into the organization. This includes both organic and inorganic growth. This is a newly established department needed due to the growth of the Agency.

This position will play a key role in establishing and supporting a structured customer service and case management program utilizing CRM tool, workflow automation, and AI/chatbot capabilities. The role will oversee the coordination, tracking, escalation, and resolution of client inquiries and operational issues while partnering closely with Business, Operations, Compliance, and IT teams to ensure a consistent and high-quality client experience.

The individual in this role will assist in building scalable customer service processes, service standards, customer segmentation, operational workflows, reporting structures, and automation initiatives designed to improve operational efficiency and support long-term client service objectives.

Essential Duties and Responsibilities

• Support and oversee customer service activities associated with transitioning from inorganic operations and also from organic growth
• Ensure timely handling, coordination, escalation, and resolution of customer inquiries, requests, and operational issues
• Serve as a central point of coordination between internal departments regarding client service matters
• Assist in the development and administration of a formal case management program within Salesforce Service Cloud
• Support creation of workflows for intake, categorization, routing, escalation, tracking, reporting and resolution
• Partner with IT and business stakeholders to support CRM solution implementation and optimization
• Support implementation and refinement of AI/chatbot capabilities to improve customer service efficiency
• Prepare and maintain reports related to case management metrics, service trends, and operational performance
• Identify opportunities for workflow automation and process improvement
• Collaborate closely with Business, Operations, Compliance, and IT teams regarding transition-related matters

Minimum Qualifications

• Bachelor’s degree in Business Administration, Finance, Information Systems, Communications, Operations Management, or related field required or strongly preferred
• Minimum of five (5) to eight (8) years of experience in banking operations, customer experience, case management, project management, or related operational roles
• Strong organizational, analytical, and problem-solving skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities and deadlines effectively
• Exposure to Salesforce Service Cloud, CRM platforms, workflow systems, or automation tools strongly preferred

Preferred Qualifications

• Experience within a banking or financial services environment
• Experience supporting workflow automation, chatbot implementation, or AI-supported customer service tools preferred
• Experience supporting operational transitions, integrations, or account migrations preferred

Core Competencies

• Customer Experience Focus
• Operational Execution
• Process Improvement
• Problem Solving & Critical Thinking
• Cross-Functional Collaboration
• Adaptability & Change Management
• Analytical Thinking