Position Overview:

As a Group Head of Customer Experience, you will be responsible for leading and optimizing the end-to-end customer journey and overall experience for our clients. You will play a critical role in ensuring exceptional service delivery, driving customer satisfaction, and loyalty. You will partner with customer experience professionals and relevant stakeholders across the globe to support the implementation of customer experience strategies. Your expertise in customer experience management will contribute to the success of our business objectives and the retention of valuable clients.

Key Responsibilities:

• Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy that aligns with the company’s goals and objectives. Monitor customer centric KPIs and metrics to measure the customer satisfaction, engagement, and loyalty.

• Customer Journey Mapping: Analyze and map the customer journey across various touchpoints, from onboarding to claims handling and renewal. Identify pain points and areas for improvement, and develop strategies to enhance the overall experience, driving customer retention and loyalty.

• Relationship Management: Collaborate closely with sales, underwriting, claims, and account management teams to ensure a seamless and personalized customer experience throughout their engagement with the company.

• Voice of the Customer: Gather, analyze, and interpret customer feedback through surveys, interviews, and other feedback channels. Translate customer insights into actionable recommendations for process improvements, product enhancements, and service innovations.

• Customer Service Excellence: Set and maintain high standards for customer service delivery across all customer touchpoints. Develop and implement service guidelines, best practices, and training programs to ensure consistent and exceptional customer experiences.

• Process Optimization: Identify opportunities to streamline and optimize customerfacing processes, workflows, and systems. Collaborate with cross-functional teams to implement process improvements, leveraging technology and automation where appropriate, to enhance efficiency and effectiveness.

• Data Analysis and Reporting: Utilize data analytics tools and techniques to extract insights from customer data. Generate reports and present findings to senior management, highlighting trends, opportunities, and areas for improvement in the customer experience.

• Stakeholder Collaboration: Collaborate closely with internal stakeholders, including commercial, marketing, underwriting, claims, finance, and IT, to align strategies and drive a seamless customer experience. Build and maintain relationships with external stakeholders, such as brokers, clients, and industry partners, to foster collaboration and gather market insights.

Qualifications and Skills:

• Master degree (BAC+5) in Economics, Business Administration, IT or others

• Proven experience (7+ years) in a customer experience role, preferably in the B2B trade credit insurance industry

• In-depth knowledge of trade credit insurance products, services, and industry best practices will be a plus

• Excellent communication and interpersonal skills, with the ability to interact with clients and internal stakeholders at all levels

• Polished written and oral communicator in French and English. Additional languages are a plus

• Analytical mindset with proficiency in data analysis and reporting

• Proficiency in customer relationship management (CRM) systems and other relevant software applications

• Demonstrated problem-solving abilities and the capacity to make sound decisions in an uncertain environment

• Strong organizational and project management skills, with the ability to prioritize and manage multiple tasks effectivel