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Michael Page

CX Strategy Head - Merchant Experience | Large FinTech Group

Michael Page
Early Applicant
  • a month ago
  • Be among the first 50 applicants
Exp: 12-14 Years
Bengaluru / Bangalore, India(estd)
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Job Description

  • Drive strategic initiatives within the team. Leadership and high visibility role
  • Possible opportunity for long term wealth creation.

Job Description

  • Formulate and execute on a best-in-class experience strategy for the customers that align with the business unit goals.
  • Align functional and organizational objectives to support business and product objectives & drive value for customers.
  • Implement a successful support and experience strategy for customers and marketable support strategy for the org.
  • Adjust and align strategies in collaboration with internal teams as the scale and complexity of the business unit expands.
  • Influence policy guidelines and stay in compliance with regulatory requirements keep us compliant and audit-ready at any point.
  • Implementing rigorous processes to ensure regulatory compliance and taking a proactive approach to identify and address gaps in audit-related matter.
  • Maintain a constant focus on customer experience (CX) within the business unit and ensure that the experience strategy remains aligned with the ecosystem's needs.
  • Take ownership of and enhance key experience metrics, including NPS, CTT, Automation, and CSAT, through collaborative efforts with the business and product teams.
  • Take responsibility for and enhance metrics within the CX's prevention, efficiency, and experience pillars.
  • Develop and execute on relevant to function people, stakeholder & technology priorities.
  • Partner with the product team to experiment and implement leading/emerging technology platforms for a better customer and agent experience.
  • Lead a large, diverse team and elevate the quality and performance of the team members.
  • Mentor and coach emerging leaders within the function for succession planning.
  • Identify ways to operate with an efficient captive and vendor-based model across functions.

The Successful Applicant

  • 12+ years of leadership specializing in customer experience and business transformation, and possessing a deep understanding of running operational functions with exposure to regulatory requirements.
  • Relevant experience in public companies, product/tech-first organizations operating at population-level scale is preferred.
  • Robust business acumen backed by strong education pedigree and a deep understanding of regulatory compliance.
  • A passion for building lasting organizations, mentoring people, and effectively handling stakeholder relationship.
  • An organization-first individual who thinks strategically, is enthusiastic about the operational details and executes with rigor while leading from the front.
  • Proficient in leveraging technology and automation to develop innovative end-customer and employee solutions.
  • Exceptional verbal and written communication skills with a track record of engaging stakeholders at various organizational levels.
  • Possesses a keen aptitude for strategic & analytical thinking, effective problem-solving and logical decision-making.

What's on Offer

  • Competitive salary with other employment perks.
  • Long term wealth creation opportunity.

More Info

Function:Business Support and Management

Job Type:Permanent Job

Skills Required

Customer Experience
Problem-solving
Regulatory Compliance
Business Transformation
Strategic Thinking
automation

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Date Posted: 11/10/2024

Job ID: 95867079

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About Company

Michael Page
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Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents.
While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer looking to hire, or as a candidate aiming to grow your career you have the best of both worlds&#x3B; a team that understands the market and geography you operate in, plus the resources and expertise of an international network at your disposal.

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