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Executive Director of Customer Experience

3 weeks ago

Taguig, National Capital Region, Philippines TASQ Full time

The Director for customer experience plays a pivotal role in driving strategic business goals by overseeing the deployment of TASQ's quality framework in assigned programs. This individual partners with business leaders to ensure compliance with contractual/client deliverables, continuous improvement of customer experience, talent development, and effective deployment of IT platforms.

Key Responsibilities
  1. Develop and execute the Outside-In model in key strategic accounts to generate client-specific business insights, improving client retention, issue resolution, revenue generation, and more.
  2. Enhance customer satisfaction, quality, and sales KPIs through the effective deployment of the CIP framework, aiming for a 50% reduction in all defect types.
  3. Promote a 15% increase in share of wallet in key strategic accounts through quality coverage, reducing customer effort and touchpoints per resolution.
  4. Drive efficiency improvement of 15% via efficiency gains, productivity, and dollar savings.
Requirements
  • A strong background in BPO/BPT (US) supporting banking and Fintech clients.
  • Experience in customer research, business analytics, and continuous improvement.
  • Hands-on experience in driving change management in a large matrix environment.
  • Lean Six Sigma/CI Methodologies/Design Thinking trained and certified.