CUSTOMER EXPERIENCE LEAD | CUSTOMER SUCCESS I MG
Core
Leading the management of critical and high-complexity customer demands, acting as a strategic escalation point for high-level clients and regulatory-sensitive issues.
Role type
Senior Customer Experience Lead / Critical Channels Manager
Builds
Customer trust and confidence by resolving high-stakes issues and preventing regulatory escalations
Domain
Financial Services / Customer Success
Deliverable
client delivery
Required skills
Strategic leadership, risk management, regulatory compliance, executive communication, root cause analysis, performance management, data-driven decision making
Preferred skills
Financial services experience, reputation risk management, NPS/SLA metrics, process automation, AI in CX, Power BI/Tableau
Technologies
Salesforce, Zendesk, Excel, Power BI, Tableau
Responsibilities
Lead the team managing critical and sensitive customer demands; Conduct strategic escalations and handle high-complexity client cases; Manage demands with reputational impact to prevent regulatory transbordos; Monitor operational indicators, SLAs, and CX metrics; Align with cross-functional areas (Ombudsman, Legal, Compliance, Product, Ops, Tech); Develop the team through feedback and performance tracking; Identify process root causes and improvement opportunities; Contribute to automation and AI projects for CX; Participate in governance forums regarding CX and risk management.
