customer experience Director (startup fintech company)Cushman & Wakefield

Job Description
Customer Experience Director
General Responsibilities
In this role, you will be responsible for ensuring a positive experience in all of a customer's interactions with the company. You will be responsible for listening to the experience of our customers and identifying opportunities to improve their customer experience. From there, you will initiate and spearhead projects that will improve the overall customer experience.
You will help to continuously improve the company's product suite through a deep understanding of our customers, competitors, and our changing landscape. Finally, you will work closely with engineering, design, and cross-functional teams to improve customer experiences with the company. You will also work with colleagues in finance, compliance, and operations as needed.
You will:
Set up processes and KPIs to measure the customers' experience (both qualitative and quantitative; using internal and external sources of information) and to develop opportunities to improve.
Define the ideal customer experience and customer journey.
Find ways to embed the ideal customer experience and customer journey across all units and in all company initiatives.
Drive projects and initiatives to improve customer experience across various touchpoints.
Reviews and approves processes that would impact customer experience.
Identifies trends in service design methodologies and practices and incorporates those applicable.
Develops new/existing experiences across moments of truth along the customer journey.
Qualifications
Graduated with a university degree in Business, Finance, Economics, Marketing or related fields.
At least 5 years of experience in functions that impact customer experience, preference for experience in fintech, e-commerce, or financial institutions.
Strong experience in:
data analytics.
project/change management.
Strong interest in digital assets/blockchain.
Exceptional interpersonal communication, relationship management, and organizational skills.
Deep analytical, prioritization, and problem-solving skills.
An entrepreneurial mindset with the ability to succeed in a fast-paced environment.
Role Location: Manila, Philippines (Work from Home)
Our Culture * We do the right thing. In all dealings, we act with integrity, diligence, and in good faith.
We think about the customer. We solve problems for our users.
We love crypto. We are passionate about cryptocurrency, financial markets, and how technology is changing lives.
We strive for excellence. We love challenges; we raise the bar in everything: our products, services, processes, and people.
We focus on the mission. We take ownership. We are proactive and we work hard to deliver high-impact results at a rapid pace.
We exercise leadership. In any role we play, we strive to be effective leaders.
We believe in continuous learning and growth. We pursue growth, learning and development, and are eager to give and receive feedback.
Cushman & Wakefield

Manila City, Metro Manila
Permanent
Full-time