Customer Experience Lead | Antipolo

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

Key Responsibilities:

• CSAT Performance Monitoring and Governance: Establish a consistent cadence for monitoring and tracking CSAT (Customer Satisfaction) as well as 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 to visualize the customer's experience across all touchpoints.
• Data-Driven Decision Making: Utilize customer data and analytics to track and assess CSAT performance. Translate data into actionable insights, making data-driven recommendations and initiatives
• Content Management: Revisit and update Knowledge Base articles, policies, and communication templates (phone scripts, chat, and email) to ensure processes are designed to positively impact customer experience
• Cross-Functional Collaboration: Align CSAT action plans and priorities with all functional groups to ensure a unified approach to improving customer satisfaction.
• Coaching and Development: Provide one-on-one coaching sessions to Team Leads, SMEs and Agents, when necessary, offering feedback and actionable insights based on survey results and other opportunities impacting customer experience

Core Competencies:

• Strategic Thinking: The ability to utilize customer insights to build strong process and product improvements, as well as to develop effective site initiatives and action plans.
• Customer-Centric Mindset: A deep, unwavering commitment to understanding and advocating for the customer. This is the foundation of the role, requiring empathy and a genuine passion for creating positive experiences.
• Data Analysis and Interpretation: Proficiency in analyzing quantitative and qualitative data to extract meaningful insights. This includes a strong understanding of CSAT metrics and the ability to present findings in a clear, compelling way.
• Leadership and Collaboration: The ability to lead and inspire cross-functional teams without direct authority. A Customer Experience Lead must be skilled at building consensus, gaining buy-in from stakeholders, and driving organizational change.
• Communication and Storytelling: Excellent verbal and written communication skills are essential for articulating the value of the initiatives, presenting data-driven insights, and creating or revamping key process documents.
• Problem-Solving and Critical Thinking: The capacity to analyze complex problems, identify root causes, and develop creative and practical solutions to improve the customer journey.
• Adaptability and Resilience: The ability to proactively respond to shifting customer expectations, evolving processes, new KPI goals, and changing client demands.
• Project Management: The ability to oversee the implementation of CSAT strategies and initiatives across multiple departments, ensuring they are executed effectively.

Role Requirements:

• At least 2 years of Senior Manager Level role with background on both Operations and Quality is preferred
• Leadership Experience supporting customer service programs measuring CSAT and NPS
• Experience in handling Fintech programs is an advantage
• A strong background in using data to inform decisions is critical. This includes experience with customer feedback platforms, doing verbatim analysis, correlation analysis, and process mapping.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.