Head of Customer Experience
Core
Setting customer experience strategy, defining standards, and ensuring internal teams and delivery partners deliver on the brand promise across service, retention, claims, and fulfilment.
Role type
Head of Customer Experience
Builds
Customer experience strategy and service standards
Domain
Customer Operations / Service Management
Deliverable
product features
Required skills
Customer journey mapping, NPS and CSAT analysis, service quality frameworks, AI and technology integration, stakeholder management, outsourced partner management, retention strategy, claims management, fulfilment optimization, accountability driving
Preferred skills
Data-driven mindset, leadership experience in customer operations
Technologies
AI tools, NPS platforms, CSAT tools
Responsibilities
Act as the voice of the customer across the business, identify improvement opportunities using customer insights and data, influence change to elevate customer experiences, work with leaders and partners to deliver on brand promise