Customer Experience Analyst

Overview: 

The Customer Experience Team Leader is responsible for leading a team of customer service representatives. The primary objective is to ensure exceptional service delivery, fostering a positive experience for our customers at every touchpoint. This role requires a combination of strong leadership abilities, excellent communication skills, and a passion for delivering outstanding customer service.

Main Responsibilities:

Team Leadership and Development:

• Lead, mentor, and motivate a team of Customer Experience Analysts to achieve individual and team performance goals
• Conduct regular team meetings, performance reviews, and provide ongoing training and development opportunities
• Foster a positive and inclusive team culture that encourages collaboration and high performance

Customer Service Excellence:

• Ensure that all customer interactions are handled efficiently, empathetically, and consistently following company standards
• Monitor and analyze customer service metrics and feedback to identify areas for improvement

Operational Management:

• Develop and implement Compliance related policies, procedures, and best practices
• Handle any Escalations such as CCTS, PTCE incidents including ECHOs
• Maintain accurate records and prepare regular reports on team performance
• Work closely with other departments to ensure that Compliance & VOC strategies align with overall business objectives

Continuous Improvement:

• Proactively identify opportunities to enhance the customer experience and drive continuous improvement initiatives to ensure VOC & Compliance Targets are met for every Portfolio within the LOB
• Stay updated with industry trends and best practices in customer service and experience management

Skills & Qualifications: 

Educational Background:

• Bachelors degree in Business Administration, Marketing, Communication, or related field. Equivalent work experience may be considered

Skills:

• Exceptional communication and interpersonal skills
• Strong leadership and team management abilities
• Excellent problem-solving and conflict resolution skills
• Proficient in using customer service software and CRM systems
• Ability to analyze data and make strategic decisions
• Proficient/Fairly comfortable with MS Office and Google Sheets, Docs & Slides

Personal Attributes:

• High level of empathy and customer focus
• Strong organizational and time management skills
• Ability to work under pressure and handle challenging situations
• Passionate about delivering exceptional customer service