Head of Customer Experience in Slough

Overview

Head of Customer ExperienceOur 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.Day to day you will be responsible for :Service Delivery Management

Lead service delivery teams and customer onboardingEnsure processes align with standards, client expectations, and regulatory requirementsOversee the entire customer journey, from onboarding to ongoing support, ensuring a positive experienceDevelop and manage SLAs and KPIs to measure success and drive accountabilityMaintain ISO9001 certificationClient Onboarding and Support

Oversee the onboarding process for new clients, ensuring smooth integrationCollaborate with sales and technical teams to ensure that customer requirements are captured and addressed during onboardingProvide leadership for post-onboarding support and service escalation, ensuring quick issue resolutionMaintain strong relationships with key clients, acting as an escalation point for any critical service delivery issuesOperational Excellence

Streamline and optimize service delivery processes to improve efficiency, reduce costs, and increase customer satisfactionImplement best practices for managing service delivery, quality assurance, and continuous improvementEnsure effective resource allocation to support smooth operations, meeting client expectations, and delivery timelinesFoster cross-functional collaboration with other departments to ensure operational efficiency and successful project executionTeam Leadership and Development

Lead and mentor a team of service delivery managers, technicians, quality managers, and customer support specialistsFoster a culture of accountability, continuous learning, and innovationDevelop talent by providing training, professional development, and career growth opportunities for team membersVendor and Partner Management

Manage relationships with third-party vendors and suppliersEnsure that external partners meet the company''s quality and service standardsNegotiate contracts and SLAs with external vendors to ensure the best valueRisk and Compliance

Ensure service delivery processes comply with industry regulations, particularly in payments and financial servicesIdentify and mitigate risks related to service delivery, including operational, technical, and client-facing issuesImplement robust processes for data security, fraud prevention, and compliance in collaboration with the legal and compliance teamsContinuous Improvement and Innovation

Identify opportunities for automation and digital transformation to enhance the efficiency and scalability of service deliveryDrive innovation in service offerings and client engagement by leveraging new technologies and payment trendsGather feedback from clients and internal stakeholders to inform continuous improvement initiativesTo 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 projectsExperience with client onboarding processes is highly preferredStrong leadership and people management skills, with experience in building and leading high-performing teamsExceptional client relationship management abilities, with a focus on customer satisfaction and retentionExcellent project management and process improvement skills, with experience in Lean, Six Sigma, or similar methodologiesIn-depth understanding of payment systemsAbility to work cross-functionally and collaborate with different departments to deliver on strategic objectivesStrong analytical skills with the ability to use data to drive decision-making and continuous improvementStrong 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 ..... full job details .....