CX Process Optimization Lead

SUMMARY:
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POSITION INFO:

The Customer Experience (CX) Process Optimization Leader will be responsible for designing, optimising, and improving client experience processes to ensure a seamless, efficient, and high-quality client journey.

This innovative fintech company offers short term lending solutions to SME clients and takes the client on both a digital and staff-assisted customer journey, allowing clients to engage according to their preference.

The CX Process Optimization Lead's key responsibilities include:

Client Journey & Process Optimisation - Analyse and map the client journey (digital and human touch points and processes) to identify opportunities for improvement. Analyse data (turn around times, conversion ratios, fall off stages and reasons, client queries etc) to identify high impact areas for improvement. Develop and implement strategies to streamline and enhance client experience processes, including process changes, digital journey improvements or builds, or team upskilling and adoption. Collaborate with cross-functional teams (business development, sales and retentions, solutions, tech development, collections) to ensure seamless integration of new processes.

Client Experience and Process Analytics - Own the digital client journey (including staff assisted from a sales and service perspective) and design and drive improvement delivery through the different teams. Use data analytics to solve problems, ensuring client experience gaps do not occur or are resolved efficiently. Conduct ongoing research into emerging market trends in CX and Fintech trends globally. Track client satisfaction metrics (NPS, CSAT, etc.).

Client advocate - Act as a client advocate within the organisation, ensuring all departments are aligned with the client-centric approach, encouraging collaboration between teams to streamline the customer journey experience.

Client Experience Training - Ensure client facing teams are equipped with the training to deliver an outstanding client experience through the digital and staff assisted client journey.

Skills, Traits, Experience and Qualifications required:

• Degree in Engineering, Business, Tech or similar
• Thorough knowledge in Salesforce (or similar CRM Software), and project management tools
• 3+ years of experience in process design/ optimization
• Worked with digital client journeys (sales and resale workflow)
• Ability to work on multiple projects simultaneously
• Excellent communicator and mobiliser 

This role will suit a confident, experienced CX professional who has a techy or engineering background, who is able to harness the digital capabilities of Salesforce. Someone who comes from a fintech environment, able to move things forward at a rapid pace.