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Customer Experience Director

2 months ago

Dubai, Dubai, United Arab Emirates tabby Full time
Job Summary

We are seeking a seasoned CX Operations Director to lead our customer experience team and drive innovation in customer service. As a key member of our leadership team, you will be responsible for overseeing the development and implementation of customer experience strategies that meet and exceed our customers' expectations.

Key Responsibilities
  1. Team Management and Development: Lead a high-performing team of customer experience agents, focusing on scaling the team effectively while maintaining a high standard of service.
  2. Operational Excellence: Exercise operational control to evolve team structures, redefine incentive schemes, and streamline processes and workflows.
  3. Customer Experience Innovation: Spearhead initiatives to create a customer experience that sets new industry standards, ensuring our service is memorable and exceptional.
  4. Technology Integration: Collaborate with our in-house engineering team to guide the development of our proprietary CRM solution, leveraging cutting-edge features powered by Large Language Models (LLMs).
  5. Analytics Collaboration: Work closely with our analytics team to leverage data in shaping and evolving our customer experience strategies, utilizing analytics insights for informed decision-making.
  6. Procedure Development: Collaborate with the analytical team on developing robust procedures and protocols for our expanding lineup of financial products.
Requirements
  1. Experience: We encourage candidates with a diverse business background to apply, valuing intellectual agility and the ability to quickly adapt and innovate.
  2. Innovative Leadership: Strong leadership skills with a focus on nurturing team growth, driving innovation, and fostering a culture of excellence in customer service.
  3. Operational Agility: Ability to adapt and thrive in a rapidly changing environment, making strategic decisions that impact the overall customer experience.
  4. Technically Savvy: A technical background is advantageous, with a lot of work expected with the product and engineering teams across Tabby.
  5. Analytical Approach: Strong analytical skills are essential, with the ability to collaborate with and challenge the supporting analytics teams to inform and evolve customer experience strategies.
  6. Excellent Communication Skills: Capable of effectively managing remote teams and liaising with different departments to achieve a unified goal.
What We Offer

A working environment that gives you autonomy and responsibility from day one, along with health insurance and a competitive compensation package.