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Director, Customer Experience

2 months ago

Conshohocken, United States Creditly Corp Full time

Company
Credit Genie is committed to creating products that democratize financial opportunities and pave the way to debt-free living. Having empowered over 500,000 customers to budget wisely, evade overdraft fees, and minimize credit card payments, were on an ambitious journey. Our vision is rooted in a world where financial access is universal, and personal financial goals are within reach.
Overview
As the Director of Customer Experience, you will be responsible for leading our customer experience team to ensure that every interaction with our customers is positive and memorable. You will develop and implement strategies to improve customer satisfaction, loyalty, and retention, as well as drive continuous improvement in our customer service processes.
Responsibilities
Develop and implement a customer experience strategy that aligns with the companys overall goals and values

Lead and mentor a team of customer service representatives to deliver exceptional service to our customers

Monitor and analyze customer feedback and data to identify trends and areas for improvement

Collaborate with cross-functional teams to implement customer-centric initiatives and processes

Establish key performance indicators and metrics to measure the success of our customer experience efforts

Stay up-to-date on industry trends and best practices in customer experience management

Requirements
Bachelors degree in business, marketing, or a related field

5+ years of experience in customer service or customer experience management

Experience leading a team of 5+ customer experience agents

Strong leadership skills with the ability to motivate and inspire a team

Excellent communication and interpersonal skills

Proven track record of driving customer satisfaction and loyalty

Experience with CRM systems and customer feedback tools

Benefits
Premium Medical, Dental, and Vision Insurance plans

100% coverage of insurance premiums for you and your dependents

Company-provided Basic Life and Short-Term and Long-Term Disability plans

401K program with company match

Unlimited PTO and company holidays

Flexible working arrangements- 3 day in office minimum

Stock options package – contingent on experience level

We are proud to be an equal-opportunity workplace. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity/expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics.

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