Overview
Head of Customer Experience
Our client is a global payments company on a fast track growth journey.
As such, they require a Head of Customer Experience who will oversee the delivery of seamless, efficient, and high-quality client services. You will lead service teams, ensure operational excellence, enhance client satisfaction, and drive continuous improvement in service delivery processes. You will provide operational leadership, client management, and technical expertise, focussing on deployment and ongoing client onboarding. You will also be responsible for third party vendor management, including quality assurance, logistics, RMAs, hardware engineering and supply chain contractual negotiations.
Responsibilities
- Service Delivery Management:
- Lead service delivery teams and customer onboarding
- Ensure processes align with standards, client expectations, and regulatory requirements
- Oversee the entire customer journey, from onboarding to ongoing support, ensuring a positive experience
- Develop and manage SLAs and KPIs to measure success and drive accountability
- Maintain ISO9001 certification
- Client Onboarding & Support:
- Oversee the onboarding process for new clients, ensuring smooth integration
- Collaborate with sales and technical teams to ensure that customer requirements are captured and addressed during onboarding
- Provide leadership for post-onboarding support and service escalation, ensuring quick issue resolution
- Maintain strong relationships with key clients, acting as an escalation point for any critical service delivery issues
- Operational Excellence:
- Streamline and optimize service delivery processes to improve efficiency, reduce costs, and increase customer satisfaction
- Implement best practices for managing service delivery, quality assurance, and continuous improvement
- Ensure effective resource allocation to support smooth operations, meeting client expectations, and delivery timelines
- Foster cross-functional collaboration with other departments to ensure operational efficiency and successful project execution
- Team Leadership & Development:
- Lead and mentor a team of service delivery managers, technicians, quality managers, and customer support specialists
- Foster a culture of accountability, continuous learning, and innovation
- Develop talent by providing training, professional development, and career growth opportunities for team members
- Vendor & Partner Management:
- Manage relationships with third-party vendors and suppliers
- Ensure that external partners meet the company's quality and service standards
- Negotiate contracts and SLAs with external vendors to ensure the best value
- Risk & Compliance:
- Ensure service delivery processes comply with industry regulations, particularly in payments and financial services
- Identify and mitigate risks related to service delivery, including operational, technical, and client-facing issues
- Implement robust processes for data security, fraud prevention, and compliance in collaboration with the legal and compliance teams
- Continuous Improvement & Innovation:
- Identify opportunities for automation and digital transformation to enhance the efficiency and scalability of service delivery
- Drive innovation in service offerings and client engagement by leveraging new technologies and payment trends
- Gather feedback from clients and internal stakeholders to inform continuous improvement initiatives
To be successful in this role you will need to demonstrate :
- 8+ years of experience in service delivery or operations management, preferably in the payments, FinTech, or financial services industry.
- Proven track record of managing large-scale service delivery teams and projects
- Experience with client onboarding processes is highly preferred
- Strong leadership and people management skills, with experience in building and leading high-performing teams
- Exceptional client relationship management abilities, with a focus on customer satisfaction and retention
- Excellent project management and process improvement skills, with experience in Lean, Six Sigma, or similar methodologies
- In-depth understanding of payment systems
- Ability to work cross-functionally and collaborate with different departments to deliver on strategic objectives
- Strong analytical skills with the ability to use data to drive decision-making and continuous improvement
- Strong communication and interpersonal skills, capable of interacting with stakeholders at all levels of the organization.
Behavioural Competencies:
- Proactive problem-solver with a customer-first mindset.
- Detail-oriented and committed to quality and excellence.
- Able to thrive in a fast-paced, dynamic environment with shifting priorities.
- Strategic thinker with the ability to balance long-term vision and day-to-day operational needs.
- Customer first mindset.
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