We are seeking a highly motivated and experienced Customer Experience Manager to join our team. In this role, you will lead the operations focusing on delivering exceptional, best-in-class customer experiences. Responsibilities: Managing the customer support function along with implementing processes to enhance customer satisfaction, loyalty, and overall brand perception while supporting the Customer Experience Team and business strategy. Develop and implement a customer experience strategy aligned with the organization's overall goals and objectives. Define the desired customer journey, touchpoints, and service standards to create a consistent and positive customer experience. Lead and manage a team of customer experience professionals, including hiring, training, and performance management. Utilize customer feedback, market research, and data analytics to gain insights into customer needs, preferences, and pain points. Translate insights into actionable strategies to improve the customer experience. Identify areas for process improvement within the customer experience. Streamline processes, remove bottlenecks, and implement best practices to enhance efficiency and effectiveness. Collaborate with other departments, such as marketing, sales, product development, collections, fraud and operations, to align customer experience initiatives with overall business objectives. Develop and implement strategies to engage customers throughout their journey, fostering loyalty and advocacy. Identify opportunities for personalized interactions, proactive communication, and value-added services. Define and track key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores, Net Promoter Score (NPS), customer retention, and lifetime value. Analyze data to measure performance, identify trends, and drive continuous improvement. Stay up to date on emerging technologies and trends in customer experience management. Leverage technology, such as CRM systems, artificial intelligence (AI), and automation, to enhance the customer experience and drive operational efficiency. Develop training programs to equip employees with the skills and knowledge required to deliver exceptional customer experiences. Requirements: Minimum 5 years of Customer Support Experience in Banking and Finance Minimum 5 years of related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent. Experienced in providing leadership to others regarding work related systems. Bachelor's Degree Preferred or Similar Education Written and verbal fluency in English - Ability to speak to German would be considered as an asset Strong strategic thinking and ability to execute customer experience strategies Proven leadership experience in customer experience, customer service, or contact center management Deep understanding of customer experience strategies, methodologies, and best practices Excellent leadership and people management skills; ability to motivate and inspire a team Strong communication and presentation skills; ability to influence and collaborate with all levels of stakeholders Project management skills; ability to drive cross-functional initiatives Thrive in a fast-paced, dynamic environment and manage multiple priorities effectively