Global Head of Customer Experience & Transformation

TheHiveCareers; San Juan (PR); In loco; USD 250.000 - 400.000; Tempo pieno

Descrizione del lavoro

TheHiveCareers is seeking a Chief Experience Officer (CXO) to shape and execute the enterprise-wide customer experience strategy across insurance and investment services. You will lead CX, service delivery, and experience transformation with cross-functional collaboration across business, operations, technology, sales, and marketing.

You will drive customer satisfaction, loyalty, retention, and lifetime value by embedding a customer-centric culture, leveraging analytics, and guiding digital

Competenze

• 10-15+ years of progressive experience in customer experience, service delivery, operations, or business transformation.
• At least 5 years in a senior leadership or executive management position.
• Experience in insurance, banking, investment management, wealth management, or other regulated financial services industries.
• Demonstrated success in developing and implementing customer experience strategies.

Mansioni

• Develop and implement an enterprise-wide customer experience strategy aligned with business objectives.
• Establish a customer-first culture across insurance, investment, and financial service operations.
• Map and optimize end-to-end customer journeys across product discovery, onboarding, policy issuance, payments, and accounts.
• Lead initiatives to improve satisfaction, loyalty, and retention and drive measurable business impact.

Conoscenze

Leadership

CRM platforms

Customer journey mapping

Strategic thinking

Stakeholder management

Formazione

Bachelor's degree

MBA

Strumenti

CRM platforms

Customer analytics

NPS tracking tools

CSAT tracking tools

Descrizione del lavoro

TheHiveCareers is seeking a Chief Experience Officer (CXO) to shape and execute the enterprise-wide customer experience strategy across insurance and investment services. You will lead CX, service delivery, and experience transformation with cross-functional collaboration across business, operations, technology, sales, and marketing.

You will drive customer satisfaction, loyalty, retention, and lifetime value by embedding a customer-centric culture, leveraging analytics, and guiding digital