Service Excellence Director
4 days ago
Job Overview:
Tandemsearch is seeking a seasoned professional to lead our Service Excellence and User Experience Team. As the Head of Service Excellence, you will be responsible for driving optimization of customer experience, leading change, and improvements across the customer journey.
Main Responsibilities:
- Craft, align, and execute the Service Excellence and User Experience strategy to ensure everyone is aware of their role in driving the strategy.
- Set clear targets for customer-facing employees to reduce complaints and increase satisfaction.
- Manage innovation and change management by researching the latest trends, innovations, and technologies.
Key Skills and Qualifications:
- Bachelor's degree in Engineering, Business Administration, or a related discipline.
- Minimum 8-10 years of experience, preferably with a local/Gulf bank in a similar role.
- Agile Certification is an asset.
- Certified Customer Experience Professional (CCEP).
- Process Excellence.
- Feedback Assessment.
- Research Methodology.
- Root Cause Analysis.
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