Head of Customer Experience and Operations

The Business & Employment Centre on behalf of its client Business Barbados, is recruiting for the full-time role of Head of Customer Experience and Operations.

Business Barbados is designed to modernise and enhance the way the business is conducted in Barbados. The entity is responsible for corporate and intellectual property registration, with an expanded portfolio of services to come. The statutory corporation is at the forefront of making Barbados’ business landscape accessible to all, helping companies start, maintain and protect their businesses and investments. Business Barbados is at the heart of business for local and global investors, redefining business facilitation.

Job Title: Head of Customer Experience Operations & Customer Success
Reports To: Chief Executive Officer (CEO)

Key Responsibilities:
Strategic Leadership:

• Develop and execute strategies to enhance the overall customer experience, customer journey and operational effectiveness.
• Align customer experience and operational initiatives with the company’s strategic goals and objectives.
• Lead the development of policies, procedures, and best practices to ensure a seamless customer journey.

Customer Experience Management:

• Oversee the customer service and support teams, ensuring excellence in service delivery and customer satisfaction.
• Implement programmes to measure and improve customer experience metrics (e.g., NPS, CSAT).
• Champion a customer-centric culture throughout the organization.

Customer Journey Mapping:

• Own and lead the customer journey map, identifying critical touchpoints and potential areas for development across all channels.
• Collaborate with business leads to develop, audit and optimise the customer journey map.

Operational Excellence:

• Lead the optimization of operational processes and workflows to achieve efficiency and cost-effectiveness.
• Monitor and analyze operational performance metrics to identify opportunities for improvement.
• Implement new technologies and tools to enhance operational capabilities and customer service delivery.

Team Leadership and Development:

• Lead, mentor, and develop a high-performing team of customer experience and operations professionals.
• Set clear goals and objectives for the team, and provide ongoing coaching and feedback.
• Foster a collaborative and innovative work environment that encourages teamwork and continuous learning.

Cross-Functional Collaboration:

• Collaborate closely with other departments to ensure alignment and synergy in achieving business objectives.
• Partner with senior leadership to drive cross-functional initiatives and projects.
• Serve as a key advisor to the CEO and senior management on matters related to customer experience and success operations.

Performance Monitoring and Reporting:

• Establish key performance indicators (KPIs) and metrics to measure the success of customer experience operational initiatives.
• Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and areas for improvement.
• Utilize data-driven insights to make informed decisions and drive continuous improvement efforts.

Risk Management and Compliance:

• Ensure compliance with regulatory requirements and company policies related to customer interactions and operational processes.
• Identify and mitigate operational risks that may impact customer experience or business operations.

Financial Management:

• Develop and manage the division’s budget, ensuring financial targets are met.
• Monitor financial performance and implement measures to achieve profitability.
• Prepare regular financial and operational reports for senior management.

Perform any other job related duties as assigned.

Key Skills and Competencies:

Leadership: Strong leadership abilities with a track record of leading teams and driving organizational change.  

Strategic Thinking: Ability to develop and execute strategic plans that align with business objectives and market dynamics.

Customer-Centric Focus: Deep understanding of customer needs and behaviours, with a passion for delivering exceptional customer experiences.

Operational Expertise: Proven experience in optimizing operational processes and workflows to achieve efficiency and effectiveness.

Analytical Skills: Strong analytical skills with the ability to interpret data and metrics to drive decision-making and performance improvement.

Communication: Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.

Qualifications:

• Bachelor’s degree in Business Administration, Management, Operations, or a related field; Master’s degree preferred.
• Extensive experience in senior leadership roles within customer experience and operations, preferably in a similar industry, at least 5 – 7 years.
• Demonstrated success in driving customer experience initiatives and operational excellence.
• Proven ability to manage budgets, resources, and performance metrics effectively.
• Strong knowledge of CRM systems, operational tools, and best practices in customer service management.
• Certification in customer experience management (e.g., CCXP) or operations management.
• Experience leading customer experience transformations or large-scale operational projects.
• Knowledge of industry trends and best practices in customer experience and operations management.

Working Conditions:

• This position operates primarily in an office environment, with occasional travel for client meetings or presentations.
• Flexibility in working hours may be required to accommodate client needs or deadlines.
• Professional demeanour and adherence to confidentiality standards are essential.

Application Deadline Date: March 9, 2025