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VP of Customer Experience Lead
1 month ago
We're on a mission to simplify finances and empower individuals to live inspired lives. As the VP of Customer Experience, you'll play a pivotal role in shaping the future of customer experience at Curve, driving quality service in every interaction, and fostering a culture of continuous improvement and innovation.
Key Responsibilities- Develop and execute a comprehensive customer experience strategy across multiple channels, aligning with our mission, goals, and objectives.
- Partner with the Product team to identify key customer touchpoints and pain points, and lead efforts to optimize the end-to-end customer journey.
- Oversee and provide strategic direction for in-house and outsourced customer service teams, ensuring efficient and effective customer support operations.
- Build, mentor, and inspire a high-performing customer experience and operations team, fostering a culture of continuous improvement and innovation.
- Utilize data and customer feedback to gain insights into customer behavior and preferences, and use this information to drive improvements across our service experience.
- Serve as an advocate for the customer within the organization, ensuring their needs and expectations are understood and met.
- Collaborate with cross-functional teams to streamline processes and remove friction points in customer interactions.
- Leverage technology and digital tools to enhance the customer experience, including the implementation of customer relationship management (CRM) and customer feedback systems.
- Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience and operations initiatives.
- Proven experience (8+ years) in customer experience management or a related role within the technology industry, including experience in scaling up and down Contact Centre operations.
- Strong leadership skills with a track record of building and leading high-performing teams through periods of change.
- Demonstrated success in developing and executing customer experience and operations strategies that drive improved customer satisfaction and loyalty.
- Deeply analytical, with a broad understanding and familiarity with customer experience technology and tools.
- Exceptional problem-solving and decision-making abilities, coupled with high emotional intelligence.
We offer a competitive salary, employee share options package, and a range of benefits, including:
- Free Curve Metal subscription for you and +1.
- 10 days per year for training and conferences.
- Life insurance, global work abroad policy, healthcare cash plan, life coaching, EAP services, 24/7 GP access, annual subscriptions to Calm & FIIT, discounted gym membership, ride to work scheme, electric car scheme, nutritionist access, discounted shopping vouchers, season ticket loan, bonus days off for your birthday, moving house, and Christmas, and six nights of Night Nanny for new parents.
