Head of Customer Experience - StreamLabs

As the Head of Customer Experience, you will play a pivotal role in ensuring a seamless customer journey, building strong relationships with internal customers, overseeing the customer service team to include inside sales, technical support, and vendor support, and implementing strategies to improve profitability and operational efficiencies within the organization. Your expertise in managing and motivating teams, coupled with your passion for creating exceptional experiences, will be essential for success in this role.

Responsibilities :

• Act as a primary point of contact for internal customers, addressing their inquiries, concerns, and feedback in a timely and professional manner.
• Oversee and manage the customer service team, providing guidance, coaching, and support to ensure exceptional service delivery.
• Develop, implement, and lead training programs to equip client-facing contacts with the necessary skills and knowledge to excel in their roles; hold regular and recurring team meetings focused on processes, pain points, and potential improvements.
• Collaborate with cross-functional teams to create and implement a strategic plan for improving customer experience, with a focus on increasing customer satisfaction and loyalty.
• Identify process gaps, bottlenecks, and areas for improvement within the customer experience journey, and develop and implement solutions to enhance profitability and operational efficiency.
• Monitor key performance indicators (KPIs) and develop metrics to assess team performance, customer satisfaction, and operational efficiency levels. Provide regular reports to senior management.
• Stay up to date with industry trends and best practices, and proactively recommend innovative approaches to continuously enhance customer experience.
• Foster a culture of continuous improvement by promoting teamwork, employee engagement, and the regular sharing of ideas and best practices; regularly evaluate learning programs and onboarding process and update both to incorporate new technologies, best practices and address emerging customer issues.
• Bachelor's degree in Business Administration, Marketing, or a related field. A Master's degree is preferred.
• 8+ years proven experience in leading, managing, and developing a high-performing customer service team in a fast-paced environment.
• Strong understanding of customer experience principles and best practices, with a demonstrated track record of implementing process improvements to drive customer satisfaction and profitability.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Analytical mindset with the ability to leverage data and metrics to make informed decisions and optimize performance.
• Exceptional leadership abilities, including the ability to inspire and motivate a diverse team to achieve goals and objectives.
• Strong organizational skills, with the capacity to manage multiple priorities and work under tight deadlines.
• Proficient in using CRM systems, customer feedback tools, and MS Office Suite.

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.