Senior Director of Customer Experience Strategy

7 days ago


Fort Lauderdale, Florida, United States iQuor Full time
About iQor
iQor is a global leader in customer experience management, providing innovative solutions to drive business growth and customer satisfaction. As a Vice President of Customer Experience, you will play a pivotal role in shaping our customer experience strategy, leveraging cutting-edge technologies and methodologies to deliver exceptional results.

Job Summary:
As the Vice President of Customer Experience (CX) Solutions, you will lead strategic initiatives to enhance and innovate customer experiences across multiple channels within our BPO organization. This role requires a deep understanding of client needs, market trends, and operational excellence to drive business growth and client satisfaction.

Key Responsibilities:
  • CX Strategy Development: Create and implement comprehensive CX strategies aligned with business goals and client expectations.
  • Client Relationship Management: Act as primary point of contact for high-profile clients, ensuring solutions meet their needs and exceed expectations.
  • CX Solution Design & Implementation: Collaborate with internal teams to design, develop, and implement scalable CX solutions leveraging emerging technologies.
  • Operational Excellence: Drive process improvements and operational efficiencies within our BPO environment.
  • Data-Driven Decision Making: Utilize customer insights, analytics, and performance data to refine strategies and improve outcomes.

Requirements:
  • 10+ years of experience in customer experience management, operations, or related roles within the BPO industry.
  • Proven track record of developing and implementing CX strategies at a senior level.
  • Experience with digital transformation, customer analytics, and technology-driven CX solutions.
  • Leadership Skills: Strong leadership capabilities with a demonstrated ability to lead cross-functional teams and manage large-scale projects.
  • Technical Expertise: Knowledge of CRM systems, customer journey mapping, data analytics, and AI-driven CX technologies.

Benefits:
  • Competitive base salary: $150,000 - $200,000 per annum
  • Comprehensive benefits package, including health, retirement, and professional development opportunities


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