A growing financial services firm is hiring a Customer Experience Lead to build and run a newly created customer service function. This is a ground-floor opportunity to shape processes, implement technology, and drive a high-quality client experience across both organic growth and account integrations.
Key Responsibilities
- Design and lead a formal case management program using Salesforce Service Cloud
- Oversee handling, escalation, and resolution of client inquiries and operational issues
- Build workflows for intake, routing, tracking, and reporting
- Support CRM implementation and AI/chatbot initiatives to improve service efficiency
- Act as the central coordination point between Business, Operations, Compliance, and IT
- Develop reporting on case metrics, service trends, and operational performance
Qualifications
- Bachelor's degree in Business, Finance, Information Systems, Operations, or related field
- 5+ years in banking operations, customer experience, case management, or related roles
- Experience with Salesforce Service Cloud, CRM platforms, or workflow automation tools
- Strong communication, analytical, and organizational skills
- Background in financial services and experience supporting operational transitions or integrations is a plus
- Bilingual Spanish and English is a must