Sr. Manager, Customer Experience FI

About the role

The role gives strategic leadership and operational oversight to a customer operations group serving financial institutions. It aligns claims, metrics and service processes with the organization's strategy and drives end-to-end service delivery.

What you will do

• Lead program and account management for several of the largest customers
• Oversee new implementations and service changes with internal project teams
• Serve as the final escalation point for service issues, cases and claims
• Drive root cause analysis and resolution planning with improvement and product teams
• Lead internal and external business reviews with quality and performance insights
• Manage and develop a team of five to nine people

What they look for

• Strategic leadership in customer experience aligned with enterprise goals
• Experience owning and optimizing end-to-end customer journeys
• Cross-functional collaboration with product, operations, technology and sales
• Data-driven decision-making using analytics and customer insights
• People leadership that coaches teams to consistent, high-quality service
• Operational excellence through continuous improvement