Head of Customer Care Strategy

1 month ago

Wayne, United States USAmeriBancorp Full time
Job Overview

The Head of Customer Care Strategy is responsible for leading the modernization and innovation of Valley's customer care operations. This role requires a visionary leader who can leverage data, technology, and best practices to create a customer-centric culture that delivers exceptional service. Drive change management initiatives to ensure the customer care team is aligned with the organizational goals and values.

Job Description

Responsibilities include but are not limited to:

  • Establish a vision for the future of customer experience and develop strategies that align with this vision.
  • Refine all aspects of Customer Care workflows, and technology frameworks to meet business goals and performance expectations.
  • Evaluate cutting-edge technologies, compile user needs and detailed requirements in cooperation with internal partners and utilize technology to ensure optimal handling and improved customer experience and loyalty.
  • Design a digital service approach through collaboration with digital platform teams, including the development and execution of a phased implementation plan.
  • Pursue innovative solutions such as AI automation and other technological advances to boost customer care operations.
  • Foster and guide customer care staff to promote career growth. Develop a talent pipeline and succession planning strategies.
  • Select and oversee external vendor partnerships that bolster Valley's commitment to a customer-oriented approach.
  • Define precise performance metrics and KPIs for evaluating departmental success.
  • Use business analytics to drive improvement.
  • Serve as customer advocate with executive management; ensure that customer research findings are understood, tracked and acted upon.
  • Stay abreast of industry trends and developments to analyze and recommend updated processes and procedures.
Requirements

Required Skills:

The job description for the Head of Customer Care Strategy at Valley outlines key responsibilities, required skills, and qualifications for the role. This position focuses on enhancing customer experience through strategic planning, technology adoption, and data analytics.
  • Ability to define future state vision for customer experience by recommending and implementing technology improvements.
  • Proven leadership skills and ability to develop and manage a successful team.
  • Excellent verbal and written communication skills.
  • Strong project management and organizational skills.
  • Exceptional level interpersonal skills with strong ability to influence internal and external stakeholders to drive business outcomes.
  • Exceptional analytical expertise with a data driven mindset skillset.
  • Demonstrated ability to plan strategically, execute and implement tactically.
  • Ability to multi-task and prioritize in a fast-paced environment.
  • Ability to work cross functionally.
Required Experience:
  • High School diploma or GED.
  • Minimum of 10 years of experience in a customer-centric role.
  • Minimum of 5 years of leadership experience.
Preferred Experience:
  • Bachelor's degree.
  • Experience in regulated industries such as financial services i.e. banking or insurance, healthcare.

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