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For Companies At a Glance
- Tasks: Lead customer experience teams and ensure seamless service delivery for clients.
- Company: Global payments company on a rapid growth journey.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Why this job: Make a real impact by enhancing client satisfaction and driving innovation.
- Qualifications: 8+ years in service delivery or operations management, preferably in FinTech.
- Other info: Join a fast-paced team focused on continuous improvement and excellence.
The predicted salary is between 43200 - 72000 £ per year.
Overview
Head of Customer Experience
Our client is a global payments company on a fast track growth journey.
As such, they require a Head of Customer Experience who will oversee the delivery of seamless, efficient, and high-quality client services. You will lead service teams, ensure operational excellence, enhance client satisfaction, and drive continuous improvement in service delivery processes. You will provide operational leadership, client management, and technical expertise, focussing on deployment and ongoing client onboarding. You will also be responsible for third party vendor management, including quality assurance, logistics, RMAs, hardware engineering and supply chain contractual negotiations.
Responsibilities
- Service Delivery Management:
- Lead service delivery teams and customer onboarding
- Ensure processes align with standards, client expectations, and regulatory requirements
- Oversee the entire customer journey, from onboarding to ongoing support, ensuring a positive experience
- Develop and manage SLAs and KPIs to measure success and drive accountability
- Maintain ISO9001 certification
- Client Onboarding & Support:
- Oversee the onboarding process for new clients, ensuring smooth integration
- Collaborate with sales and technical teams to ensure that customer requirements are captured and addressed during onboarding
- Provide leadership for post-onboarding support and service escalation, ensuring quick issue resolution
- Maintain strong relationships with key clients, acting as an escalation point for any critical service delivery issues
- Operational Excellence:
- Streamline and optimize service delivery processes to improve efficiency, reduce costs, and increase customer satisfaction
- Implement best practices for managing service delivery, quality assurance, and continuous improvement
- Ensure effective resource allocation to support smooth operations, meeting client expectations, and delivery timelines
- Foster cross-functional collaboration with other departments to ensure operational efficiency and successful project execution
- Team Leadership & Development:
- Lead and mentor a team of service delivery managers, technicians, quality managers, and customer support specialists
- Foster a culture of accountability, continuous learning, and innovation
- Develop talent by providing training, professional development, and career growth opportunities for team members
- Vendor & Partner Management:
- Manage relationships with third-party vendors and suppliers
- Ensure that external partners meet the company\’s quality and service standards
- Negotiate contracts and SLAs with external vendors to ensure the best value
- Risk & Compliance:
- Ensure service delivery processes comply with industry regulations, particularly in payments and financial services
- Identify and mitigate risks related to service delivery, including operational, technical, and client-facing issues
- Implement robust processes for data security, fraud prevention, and compliance in collaboration with the legal and compliance teams
- Continuous Improvement & Innovation:
- Identify opportunities for automation and digital transformation to enhance the efficiency and scalability of service delivery
- Drive innovation in service offerings and client engagement by leveraging new technologies and payment trends
- Gather feedback from clients and internal stakeholders to inform continuous improvement initiatives
To be successful in this role you will need to demonstrate :
- 8+ years of experience in service delivery or operations management, preferably in the payments, FinTech, or financial services industry.
- Proven track record of managing large-scale service delivery teams and projects
- Experience with client onboarding processes is highly preferred
- Strong leadership and people management skills, with experience in building and leading high-performing teams
- Exceptional client relationship management abilities, with a focus on customer satisfaction and retention
- Excellent project management and process improvement skills, with experience in Lean, Six Sigma, or similar methodologies
- In-depth understanding of payment systems
- Ability to work cross-functionally and collaborate with different departments to deliver on strategic objectives
- Strong analytical skills with the ability to use data to drive decision-making and continuous improvement
- Strong communication and interpersonal skills, capable of interacting with stakeholders at all levels of the organization.
Behavioural Competencies:
- Proactive problem-solver with a customer-first mindset.
- Detail-oriented and committed to quality and excellence.
- Able to thrive in a fast-paced, dynamic environment with shifting priorities.
- Strategic thinker with the ability to balance long-term vision and day-to-day operational needs.
- Customer first mindset.
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Head of Customer Experience in Slough employer: www.cardandpaymentjobs.com
Contact Detail:
www.cardandpaymentjobs.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience in Slough
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience in customer experience management. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your background in service delivery and client onboarding makes you the perfect fit for the Head of Customer Experience role. Keep it concise and impactful.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Customer Experience in Slough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Experience role. Highlight your experience in service delivery and client onboarding, and don’t forget to showcase your leadership skills. We want to see how you’ve made a difference in previous roles!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer experience and how your background aligns with our needs. Be specific about your achievements and how they relate to the responsibilities outlined in the job description.
Showcase Your Achievements: When filling out your application, make sure to include quantifiable achievements. Whether it’s improving client satisfaction scores or streamlining processes, we love to see numbers that demonstrate your impact. It helps us understand the value you can bring to our team!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at www.cardandpaymentjobs.com
✨Know the Company Inside Out
Before your interview, make sure to research the global payments company thoroughly. Understand their services, values, and recent developments in the industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Given the focus on service delivery and client onboarding, be ready to discuss specific scenarios from your past experience. Think about challenges you've faced in managing service teams or improving client satisfaction, and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Leadership Style
As a Head of Customer Experience, your leadership skills are crucial. Be prepared to talk about how you’ve developed and mentored teams in the past. Share examples of how you fostered a culture of accountability and continuous learning, as this aligns with the company's expectations for team leadership.
✨Demonstrate Your Analytical Skills
Highlight your ability to use data for decision-making and process improvement. Prepare to discuss any experience you have with methodologies like Lean or Six Sigma. Being able to articulate how you've used data to drive operational excellence will resonate well with the interviewers.
