Customer Experience Lead

3 weeks ago

Antipolo, Philippines TaskUs Full time

Customer Experience Lead (Senior Operations Manager) | Antipolo

Job Description

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. We help clients represent, protect and grow their brands using a cloud-based infrastructure. TaskUs operates in multiple locations globally and fosters a People First culture focused on employee well-being, inclusion, and professional growth.

What We Offer

At TaskUs, we prioritize employees’ well-being with competitive industry salaries and comprehensive benefits. We encourage internal mobility and professional growth within TaskUs and maintain an inclusive environment with a positive community impact.

Key Responsibilities
  • CSAT Performance Monitoring and Governance: Establish a consistent cadence for monitoring and tracking CSAT and CSAT engagement initiatives.
  • Trend Analysis: Review and analyze surveys, customer behavior trends, and potential process gaps.
  • Customer Journey Mapping: Create and maintain detailed, end-to-end customer journey maps across all touchpoints.
  • Data-Driven Decision Making: Use customer data and analytics to track CSAT performance, translate data into actionable insights, and make data-driven recommendations.
  • Content Management: Update Knowledge Base articles, policies, and communication templates (phone scripts, chat, and email) to positively influence customer experience.
  • Cross-Functional Collaboration: Align CSAT action plans with all functional groups to ensure a unified approach.
  • Coaching and Development: Provide one-on-one coaching to Team Leads, SMEs, and Agents based on survey results and opportunities impacting customer experience.
Core Competencies
  • Strategic Thinking: Build process and product improvements using customer insights and develop site initiatives and action plans.
  • Customer-Centric Mindset: Strong commitment to understanding and advocating for the customer.
  • Data Analysis and Interpretation: Proficient in analyzing data to extract meaningful insights and present findings clearly, including CSAT metrics.
  • Leadership and Collaboration: Lead and inspire cross-functional teams and drive organizational change.
  • Communication and Storytelling: Excellent verbal and written communication for articulating initiatives and presenting data-driven insights.
  • Problem-Solving and Critical Thinking: Identify root causes and develop practical solutions to improve the customer journey.
  • Adaptability and Resilience: Respond effectively to shifting expectations and changing client demands.
  • Project Management: Oversee CSAT initiatives across departments to ensure effective execution.
Role Requirements
  • At least 2 years of Senior Manager level experience with background in Operations and Quality is preferred
  • Leadership experience supporting customer service programs measuring CSAT and NPS
  • Experience with Fintech programs is an advantage
  • Strong data-driven decision-making background, including experience with customer feedback platforms, verbatim analysis, correlation analysis, and process mapping
How We Partner To Protect You

TaskUs will not solicit money during the application process. Only communicate with authorized TaskUs recruiters.

DEI

TaskUs embraces diversity and inclusion. We provide equal access to opportunities and accommodations in the hiring process upon request.

We invite you to explore TaskUs career opportunities and apply at

Req Id: R_2507_8698

Posted At: Thu Jul

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