Head of Customer Service
Core
Lead overall strategy, policy, and operations for customer service and customer experience (CX) across digital and voice channels for a new digital bank.
Role type
Senior leadership, Head of Customer Service
Builds
Customer service centers, digital/voice service channels, AI-driven CX tools
Domain
Banking / Financial Services
Required skills
Customer experience (CX) strategy, contact center leadership, CRM optimization, AI implementation, regulatory compliance, data analytics, SLA/KPI management
Preferred skills
Banking/financial services background, Master's degree, familiarity with banking regulations
Technologies
CRM platforms, AI tools, digital communication channels
Responsibilities
Define service policies and customer journeys, lead service center operations and quality, implement AI-driven CX initiatives, analyze customer insights and satisfaction metrics, ensure regulatory compliance and executive reporting
Seniority
Senior, strategic leadership
