Customer Experience Lead

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

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