Sr Manager, Customer Experience

Deliver seamless end-to-end visibility into the customer journey, proactively identifying issues causing client dissatisfaction, and ingeniously create solutions that enhance and optimize the overall customer experience, fostering lasting satisfaction and loyalty.

• Lead and inspire a dynamic Customer Experience Team to deliver seamless, end-to-end visibility into the customer journey including its pain points.
• Oversee the identification and analysis of problems causing client dissatisfaction, implementing efficient solutions promptly.
• Collaborate with cross-functional partners and teams to enhance and optimize the overall customer experience.
• Drive customer loyalty by developing and implementing strategies for continuous improvement in client satisfaction metrics.
• Foster a customer-centric culture within the team, emphasizing proactive problem-solving and innovation.
• Provide guidance and mentorship to team members, promoting professional growth and development.
• Collaborate with other department leaders to align customer experience initiatives with broader organizational goals.
• Analyze data and trends to make informed decisions aimed at elevating client satisfaction.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Regularly report on team performance and key performance indicators to senior management.
• Recruits, develops, and manages the efforts of all direct reports towards specific departmental goals and objectives.
• Successfully manage through ambiguity and change leadership while leading the organization through transformational change.