Director, Customer Experience – Shared Services

Key Responsibilities

• Lead the Service Call Centre queue operations, ensuring optimal staffing, performance, and customer satisfaction.
• Partner with Workforce Management (WFM) to align capacity planning with financial forecasts and service level targets.
• Monitor call drivers and collaborate with digital and field teams to reduce friction and improve resolution rates.
• Oversee training strategy and execution for all customer operations teams, including onboarding, upskilling, and compliance.
• Develop and maintain a centralized training framework that supports consistency, scalability, and adaptability across service lines.
• Collaborate with senior managers to ensure training aligns with evolving business needs.
• Lead the Quality Assurance team in implementing the CURE framework (Customer-centricity, Understanding, Resolving, Empathy).
• Own CSAT, FCR, and NPS metrics across all channels, ensuring alignment with corporate strategy.
• Drive coaching, recognition, and accountability programs to reinforce customer-centric behaviors
• Develop feedback mechanisms back into Training teams to create targeted training pathways for agents to enable customer service excellence

Qualification & Requirements

• Bachelor’s degree required; Master’s preferred.
• 10+ years of experience in customer operations, including leadership of training, quality, and call centre teams.
• Proven success in vendor management, financial forecasting, and process improvement.
• Strong strategic planning and analytical skills.
• Expertise in customer experience frameworks and quality assurance methodologies.
• Excellent communication, coaching, and stakeholder engagement abilities.
• Ability to thrive in a fast-paced, evolving environment.
• Certified Customer Experience Professional (CCXP) or equivalent.
• Lean Six Sigma or PMP certification is an asset.

Benefits

No information available.