Our client, a reputable regional bank, is seeking to appoint a Head of Customer Service. This strategic leader will be responsible for driving the bank\'s commitment to delivering exceptional service and creating a customer-first culture across all functions. This role is pivotal in transforming the bank\'s approach to customer service, ensuring that all strategies, processes, and interactions are aligned with the goal of exceeding customer expectations and fostering long-term loyalty.Key Responsibilities:

• Strategic Leadership: Develop and implement a comprehensive customer centricity strategy that aligns with the bank\'s overall vision and goals. Champion a customer-first approach throughout the organization.
• Service Excellence Transformation: Lead the transformation of the bank\'s service delivery model. Identify and drive initiatives that enhance service quality, streamline processes, and improve customer satisfaction across all touchpoints.
• Cross-Functional Collaboration: Work closely with leaders across all departments-including operations, marketing, IT, and retail banking-to ensure that customer-centric principles are embedded into all functions and processes.
• Customer Insights and Analytics: Utilize customer feedback, data analytics, and market research to gain insights into customer needs and preferences. Use this information to inform strategic decisions and improve service offerings.
• Customer Journey Management: Oversee the design and optimization of customer journeys to ensure a seamless, intuitive, and satisfying experience from onboarding through ongoing interactions.
• Change Management: Drive cultural and operational changes required to build and sustain a customer-centric organization. Implement training programs and change management initiatives to promote a customer-focused mindset among employees.
• Performance Measurement: Establish key performance indicators (KPIs) and metrics to assess the effectiveness of customer service initiatives. Monitor and report on progress, and adjust strategies as needed to achieve desired outcomes.
• Innovation: Identify and leverage emerging technologies and best practices to enhance customer interactions and service delivery. Foster a culture of innovation within the customer service function.
• Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders to support customer-centric initiatives and address any issues or concerns.
• Compliance and Risk Management: Ensure that all customer service practices comply with regulatory requirements and industry standards. Manage risks associated with customer interactions and data handling.

Key Qualifications:

• Experience: Minimum of 15 years of experience in customer experience, service excellence, or a related field within the banking or financial services industry. Proven track record of successfully leading transformational initiatives that have significantly improved customer service and satisfaction.
• Leadership: Demonstrated ability to lead and influence cross-functional teams. Strong experience in change management and driving organizational culture shifts towards customer-centricity.
• Analytical Skills: Expertise in leveraging data and analytics to drive decision-making and measure service performance. Proficiency in customer experience management tools and methodologies.
• Communication: Exceptional communication and interpersonal skills, with the ability to engage stakeholders at all levels of the organization and advocate for customer-centric initiatives.
• Education: Bachelor\'s degree in business administration, Finance, Marketing, or a related field. Advanced degree (MBA or equivalent) is preferred.
• Certifications: Relevant certifications in customer experience or service management (e.g., Certified Customer Experience Professional) are a plus.

*Only shortlisted candidates will be contacted*Job OverviewIndustryBankingFinancial Services

Madison Pearl