Customer Experience Lead

The Customer Experience / Service Lead is responsible for supporting and leading the Agency’s customer service framework in connection with the transition and integration of client accounts into the organization. This includes both organic and inorganic growth.

This is a newly established department needed due to the growth of the Agency.
This position will play a key role in establishing and supporting a structured customer service and case management program utilizing CRM tool, workflow automation, and AI/chatbot capabilities. The role will oversee the coordination, tracking, escalation, and resolution of client inquiries and operational issues while partnering closely with Business, Operations, Compliance, and IT teams to ensure a consistent and high-quality client experience.
The individual in this role will assist in building scalable customer service processes, service standards, customer segmentation, operational workflows, reporting structures, and automation initiatives designed to improve operational efficiency and support long-term client service objectives.
Essential Duties and Responsibilities
Support and oversee customer service activities associated with transitioning from inorganic operations and also from organic growth
Ensure timely handling, coordination, escalation, and resolution of customer inquiries, requests, and operational issues
Serve as a central point of coordination between internal departments regarding client service matters
Assist in the development and administration of a formal case management program within Salesforce Service Cloud
Support creation of workflows for intake, categorization, routing, escalation, tracking, reporting and resolution
Partner with IT and business stakeholders to support CRM solution implementation and optimization
Support implementation and refinement of AI/chatbot capabilities to improve customer service efficiency
Prepare and maintain reports related to case management metrics, service trends, and operational performance
Identify opportunities for workflow automation and process improvement
Collaborate closely with Business, Operations, Compliance, and IT teams regarding transition-related matters
Minimum Qualifications
Bachelor’s degree in Business Administration, Finance, Information Systems, Communications, Operations Management, or related field required or strongly preferred
Minimum of five (5) to eight (8) years of experience in banking operations, customer experience, case management, project management, or related operational roles
Strong organizational, analytical, and problem-solving skills
Strong written and verbal communication skills
Ability to manage multiple priorities and deadlines effectively
Exposure to Salesforce Service Cloud, CRM platforms, workflow systems, or automation tools strongly preferred
Preferred Qualifications
Experience within a banking or financial services environment
Experience supporting workflow automation, chatbot implementation, or AI-supported customer service tools preferred
Experience supporting operational transitions, integrations, or account migrations preferred
Core Competencies
Customer Experience Focus
Operational Execution
Process Improvement
Problem Solving & Critical Thinking
Cross-Functional Collaboration
Adaptability & Change Management
Analytical Thinking