The opportunity
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
What you'll do
Partner with CX Senior Leadership to set strategy and lead day-to-day: operations for complaints management and escalations across our most complex and sensitive customer issues.
Lead and develop a team of senior Customer Experience specialists, setting: clear expectations and building the judgment and capabilities needed to navigate complex customer situations.
Coach and develop senior specialists to raise the performance bar, strengthen: decision-making, and deliver thoughtful, consistent resolutions.
Establish and continuously improve resolution strategies, operating: standards, and escalation practices across the team.
Monitor key performance indicators, complaint trends, and customer friction: to identify emerging risks and opportunities for improvement.
Translate insights from complex cases into systemic improvements, partnering: across Compliance, Legal, Product, Operational Readiness, and CX leadership to address root causes.
What they're looking for
- Advise CX leadership on complaint and escalation trends and how they should: inform broader business priorities and customer experience strategy.
- Partner closely with Compliance and other key stakeholders to ensure: complaint-management practices balance customer outcomes, operational effectiveness, and regulatory requirements.
- Identify opportunities to improve tooling, processes, knowledge, and: automation that enable specialists to resolve complex issues more effectively.
- Elevate the voice of the customer, ensuring insights from our most: challenging cases inform decisions and improvements across the broader business.
