Bridging Finance London · 5 hours ago
VP of Customer Experience Operations
New York, NY
Full-time
Hybrid
Director/Executive
20+ years expBridging Finance London is seeking a Vice President of Customer Experience Operations to lead the execution and operational management of the company's customer experience strategy. This role involves overseeing customer service operations, optimizing processes, and fostering a customer-centric culture across the organization.
Financial Services
Responsibilities
Develop and execute a comprehensive customer experience operations strategy aligned with the company's overall strategic objectives
Analyze customer journeys and key touchpoints, identify opportunities for improvement, and drive cross-functional collaboration
Establish customer experience performance indicators (KPIs) and targets, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer retention rate
Oversee the daily operations of customer service centers, support teams, and experience programs, ensuring efficient processes and meeting customer expectations
Optimize customer experience processes, including service response, problem resolution, customer complaint handling, and customer feedback loops
Drive the adoption of technologies and tools, such as CRM systems, customer feedback platforms, and data analytics tools, to improve operational efficiency and customer insights
Lead the customer experience team, including recruitment, training, performance management, and career development
Cultivate a customer-centric culture, promoting excellent customer experience across all departments
Foster cross-functional collaboration, ensuring that marketing, sales, product, and operations teams work together to deliver exceptional customer experiences
Collect, analyze, and interpret customer experience data to provide data-driven insights for decision-making
Regularly report on customer experience performance, trends, and improvement plans to senior management
Utilize data analytics to drive continuous improvement, including customer churn analysis, customer value assessment, and tracking the effectiveness of experience improvement projects
Introduce innovative customer experience methods and best practices to enhance customer satisfaction and loyalty
Continuously monitor industry trends and competitors' customer experience strategies to ensure the company maintains a competitive advantage
Drive customer experience innovation projects, such as omnichannel service, personalized experiences, and customer self-service tools
Qualification
Required
Bachelor's degree or higher in Business Administration, Marketing, Operations Management, or a related field; MBA preferred
20+ years of experience in customer experience, customer service, or operations management, with at least 5 years of senior management experience
Experience in cross-functional coordination and leading large teams. Proven track record of successfully implementing customer experience strategies and operational optimizations
Ability to design and optimize customer experience from a holistic perspective
Proficient in customer data analysis, KPI setting, and ROI evaluation
Ability to motivate teams and collaborate with executives and cross-functional departments
Deep understanding of customer needs and behavior patterns
Familiar with CRM systems (such as Salesforce, Zendesk), data analytics tools, and customer experience management platforms
Ability to drive multiple complex projects simultaneously and ensure successful implementation
Preferred
MBA preferred
Company
Bridging Finance London
At Bridging Finance London, we bring over two decades of specialist finance experience to the table.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase