Head of Customer Experience & Service Transformation

thehivecareers.co; San Juan (PR); On-site; USD 180,000 - 280,000; Full time

Job summary

thehivecareers.co seeks a Chief Experience Officer (CXO) to drive a customer-centric culture across insurance, investment, and financial services. You will lead CX strategy, service delivery, and customer engagement, collaborating with operations, technology, sales, and marketing to elevate satisfaction and retention.

The role requires 10–15+ years in customer experience with at least 5 years in senior leadership, including experience in regulated financial services.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Finance, Management, Customer Experience, or a related field.
• MBA or relevant discipline preferred.
• 10–15+ years in customer experience, service, operations, or business transformation.
• >=5 years in senior leadership or executive management positions.
• Experience in regulated financial services industries.

Responsibilities

• Develop and execute an enterprise-wide customer experience strategy aligned with business objectives.
• Map and optimize end-to-end customer journeys across services.
• Improve customer satisfaction, loyalty, retention, and lifetime value.
• Collaborate with technology to enhance online platforms and self-service solutions.
• Lead CX, service delivery, and relationship management teams.

Skills

Leadership

CRM platforms

Customer journey mapping

NPS/CSAT

Stakeholder management

Education

Bachelor’s degree in Business Administration, Marketing, Finance, Management, Customer Experience, or related field

MBA preferred

Tools

CRM platforms

Job description

thehivecareers.co seeks a Chief Experience Officer (CXO) to drive a customer-centric culture across insurance, investment, and financial services. You will lead CX strategy, service delivery, and customer engagement, collaborating with operations, technology, sales, and marketing to elevate satisfaction and retention.

The role requires 10–15+ years in customer experience with at least 5 years in senior leadership, including experience in regulated financial services.