Strategic Customer Experience Leader
Há 3 dias
The role of the Strategic Customer Experience Leader is to oversee the Quality Assurance and Learning & Development teams. This will involve ensuring alignment between CX business priorities and the team's strategy, building a culture of continuous improvement, collaboration, and innovation.
Key responsibilities include overseeing L&D and QA operations to ensure compliance with performance standards, policies, and procedures. Additionally, defining the QA strategy to continuously gather actionable insights that inform CX teams on process improvements and drive continuous development for CSRs.
Another key responsibility is defining the L&D strategy to uphold global standards while adapting to regional needs, enabling the deployment of innovative learning solutions.
The successful candidate will also be responsible for defining the Critical Channels strategy to ensure timely, accurate, and brand-aligned engagement, while managing risks and escalation protocols for sensitive, public-facing interactions.
It is essential to have strong analytical skills and experience using data to drive decision-making. Proven project management skills, with the ability to lead large-scale initiatives, are also required.
A Bachelor's degree is required, and fluent English language skills are necessary for communication with global teams.
The ideal candidate will have at least 8 years of experience in CX, QA, L&D, or related leadership roles, as well as proven experience managing multi-country teams in a global operations environment.
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