VP of Customer Experience

Description

Curve was founded with a rebellious spirit, and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life.

That’s why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.

With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place.

We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure, to have the autonomy to masterfully develop their expertise.

Welcome to Curve. On a mission to help you live inspired.

Role Purpose:

We are seeking an entrepreneurial, driven and strategic leader to join our team as the VP of Customer Experience (CX) to shape the future of CX and deliver a quality service in every single customer interaction. In this role, you will play a pivotal role in shaping and enhancing the overall customer journey and satisfaction, with direct responsibility for both in-house and outsourced customer facing service teams.

“Obsess About the Customer” is our first Leadership Principle. The immediate challenge for the incumbent in this role is to lead the transformation to create a delightful and sustainable customer experience whilst achieving material cost savings and reduction in our current Opex.

To succeed in this role you’ll need to thrive in a fast paced and dynamic environment and lead with authenticity, empathy, and care

Key Accountabilities:

• Customer Strategy: Develop and execute a comprehensive customer experience strategy across multiple channels (phone, email, chat etc.) aligned to our mission, goals and objectives.
• Customer Journey Mapping: Partner with our Product team to Identify key customer touchpoints and pain points, and lead efforts to optimise the end-to-end customer journey.
• Customer Operations Leadership: Oversee and provide strategic direction for in-house and outsourced customer service teams, ensuring efficient and effective customer support operations through an optimal structure, processes, capabilities and performance management.
• Team Leadership: Build, mentor, and inspire a high-performing customer experience and operations team, fostering a culture of continuous improvement and innovation. Develop young talent within the business and provide clear career progression for team members.
• Customer Insights: Utilise data and customer feedback to gain insights into customer behaviour and preferences, and use this information to drive improvements across our service experience.
• Voice of the Customer: Serve as an advocate for the customer within the organisation, ensuring their needs and expectations are understood and met. Influence across the organisation to ensure decisions and priorities reflect customer needs and challenges.
• Process Optimization: Collaborate with cross-functional teams to streamline processes and remove friction points in customer interactions.
• Technology/Tooling Integration: Leverage technology and digital tools to enhance the customer experience, including the implementation of customer relationship management (CRM) and customer feedback systems.
• Metrics and KPIs: Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience and operations initiatives and report regularly to the executive team.
• Partner and Vendor management: Partner with outsourced partners to ensure they are equipped to deliver exceptional customer service at a competitive and sustainable cost.

Requirements

• Proven experience (8+ years) in customer experience management or a related role within the technology industry including experience in scaling up and down Contact Centre operations (including outsourcing) in a multi-site, multi-geography setup.
• Strong leadership skills with a track record of building and leading high-performing teams through periods of change.
• Demonstrated success in developing and executing customer experience and operations strategies that drive improved customer satisfaction and loyalty - a proven track record of delivering exceptional service for customers.
• Deeply analytical: use frameworks, customer feedback, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
• Excellent communication, interpersonal, and negotiation skills.
• Broad understanding and familiarity with customer experience technology and tools, and a deep understanding of the technology industry and emerging trends.
• Exceptional problem-solving and decision-making abilities coupled with high emotional intelligence.
• Ability to collaborate effectively across departments and levels of the organisation

Benefits

Curve Life:

• Competitive salary with employee share options package.
• Free Curve Metal subscription for you and +1

Get Smarter:

• 10 days per year for training and conferences

Health and Wellbeing:

• Life insurance
• Global work abroad policy
• Health care cash plan
• Life coaching
• EAP services
• 24/7 GP access
• Annual subscriptions to Calm & FIIT for your mind and body
• Discounted gym membership.
• Ride to work scheme
• Electric car scheme
• Nutritionist access
• Discounted shopping vouchers
• Season ticket loan
• Bonus days off for your birthday, moving house and Christmas
• Six nights of Night Nanny for new parents