Head - Customer Experience Strategy (8-30 yrs)

- Formulate and execute on a best-in-class experience strategy for the customers that align with the business unit goals.

- Align functional and organizational objectives to support business and product objectives & drive value for customers.

- Implement a successful support and experience strategy for customers and marketable support strategy for the org.

- Adjust and align strategies in collaboration with internal teams as the scale and complexity of the business unit expands.

- Influence policy guidelines and stay in compliance with regulatory requirements; keep us compliant and audit-ready at any point.

- Implementing rigorous processes to ensure regulatory compliance and taking a proactive approach to identify and address gaps in audit-related matter.

- Maintain a constant focus on customer experience (CX) within the business unit and ensure that the experience strategy remains aligned with the ecosystem's needs.

- Take ownership of and enhance key experience metrics, including NPS, CTT, Automation, and CSAT, through collaborative efforts with the business and product teams.

- Take responsibility for and enhance metrics within the CX's prevention, efficiency, and experience pillars.

- Develop and execute on relevant to function people, stakeholder & technology priorities.

- Partner with the product team to experiment and implement leading/emerging technology platforms for a better customer and agent experience.

- Lead a large, diverse team and elevate the quality and performance of the team members.

- Mentor and coach emerging leaders within the function for succession planning.

- Identify ways to operate with an efficient captive and vendor-based model across functions.