Role Purpose

Reporting directly to VP of Business and Customer Strategy, the Customer Experience (CX) Lead will be responsible for designing and executing customer-centric strategies that improve customer acquisition, retention, and satisfaction, while promoting diversity, inclusion, and belonging. The CX Lead is in charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey in response to a deep understanding of FINCA's customer needs, barriers and motivations and helping the company continually achieve greater customer satisfaction, increased efficiency and profitability. The incumbent will collaborate with internal stakeholders, including Marketing, Sales, Operations, and Product teams, to develop and implement effective customer experience strategies that align with our mission and values. The CX Lead plays a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, net promoter score, customer retention, new business growth and profitable turnover.

Accountabilities

Direct experience leading or participating in developing voice of the customer programs and conduct generative research applying Human Centered Design approach to develop a deep understanding of customer needs, wants, barriers, motivations, influences.
Conduct research on customer needs, behaviors, and preferences to identify opportunities for designing or improving FINCA's customer experience with its products and services; this function requires gathering and analyzing customer feedback, reviews, and suggestions to identify trends, recognize pain points, and propose subsidiaries customer-centric initiatives to enhance service quality and exceed customer expectations.
Identify customer personas that can be supported by FIF's mission, and customer experience strategies to attract, retain these customers and graduate them to other products and services.
Improve processes through active collaboration with subsidiary cross-functional teams to identify areas for process enhancement and propose actionable solutions that streamline operations and improve the overall customer experience.
Guide subsidiaries on customer insight data collection and use, and establish global customer engagement models.
Monitor and measure customer satisfaction, retention, and engagement metrics quantitatively and qualitatively.
Build the customer value proposition framework across the network to ensure a seamless customer journey toward financial health in tandem with sustainable financial performance.
Use customer insights, market insights, business performance, product performance, and capability to build out a customer value proposition that informs product and services direction, customer relationship management, sales strategy and capability performance metrics.
Ensure that the business puts the customer first in every aspect of its activities and understands how each activity contributes towards delivery of the customer value proposition.
Ensure compliance with all regulatory requirements related to customer interactions and data privacy.

Job Requirements

Qualifications

Bachelor's degree in business, marketing or related major.

Experience

Minimum of 5 years of experience in customer experience roles, preferably in the financial services industry.
Strong experience working with international staff, especially in developing countries.
Proven record managing projects, with cross-functional and global teams preferred.

Knowledge and Skills

Direct experience leading or participating in developing voice of the customer programs and conduct generative research to develop a deep understanding of customer needs, wants, barriers, motivations, influences.
Strong understanding of customer behavior, persona development and segmentation, with a focus on diversity, inclusion, and belonging.
Excellent analytical, project management, and communication skills, that can facilitate 'sense making' from and communicate complex customer insights and drive action with a commitment to promoting diversity, inclusion, and belonging in all aspects of the role.
Ability to work collaboratively and cross-functionally to achieve business goals, while promoting diversity, inclusion, and belonging in the workplace.
Knowledge of data analysis and reporting tools such as Excel, Tableau, or Power BI.
Passion for social impact, financial inclusion, and promoting diversity, inclusion, and belonging in all aspects of our business.
Excellent problem-solving and decision-making abilities to address customer concerns and find appropriate resolutions.
Proven track record of meeting or exceeding customer service goals.
Familiarity with banking systems, online platforms, and digital banking technologies.
Attention to detail and accuracy in handling customer data.
Ability to adapt to changing technology, processes, and industry trends.
Professional demeanor, integrity, and commitment to maintaining customer trust and confidentiality.

Language Skills

Fluency in English required.

Travel Requirements

Availability to travel up to 30% of the time. Ability to travel in economy class when traveling by air or rail.