Customer Service Agent supporting Irish - speaking customers in Sofia, Bulgaria with exceptional service and problem resolution. Engaging with customers to ensure positive experiences and strong relationships.
About the role
- Head of Customer Experience leading customer journey and satisfaction strategies for GoTyme Bank. Overseeing CX research and partnering with teams to drive improvements.
Responsibilities
- Lead GoTyme Bank’s customer experience strategy and execution.
- Oversee end-to-end customer journey mapping, insights and feedback loops, CX and market research.
- Design actionable strategies to elevate customer satisfaction, loyalty, and advocacy.
- Drive measurable improvements in NPS, Sean Ellis score, and overall customer satisfaction.
- Institutionalize Customer Journey Mapping to identify friction points and opportunities to delight customers.
- Execute and optimize a Customer Feedback Loop, ensuring insights translate into improvements.
- Direct and oversee CX Research & Market Research programs to inform strategic decisions.
- Partner with Strategy, Product, Operations, Marketing, and Sales to integrate insights.
- Champion a customer-first culture across teams within GoTyme.
Requirements
- Bachelor’s degree in Business, Marketing, Behavioral Science, Economics, or related field.
- Any process improvement related trainings/certifications (e.g. LeanSix Sigma Certification) or CX certifications (e.g., CCXP, CXPA) highly preferred.
- Minimum 8 years of progressive experience in customer experience, strategy, or insights—preferably in fintech, digital banking, e-commerce or consumer tech.
- Proven track record of leading CX transformations and improving metrics at scale.
- Expertise in CX design, journey mapping, and research methodologies.
- Strong analytical skills with ability to translate data into actionable strategies.
- Exceptional stakeholder management and leadership abilities.
- Excellent communication, storytelling, and influencing skills.
- Forward-thinking mindset to anticipate customer needs and trends.
- Hands-on execution skills balancing strategy with delivery.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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