Chief Customer Officer

About the Role

We are working with a regulated entity based in Ireland to recruit a Chief Customer Officer who will spearhead the customer function and advocate for the customer perspective at the executive level. This is a full-time, permanent position offering a competitive senior executive remuneration package, with flexible hybrid/remote work arrangements, provided the candidate is Ireland-based.

Key Responsibilities

• Lead and take ownership of the customer division, encompassing strategy formulation, service delivery, customer insights, complaint management, and ongoing enhancement of customer outcomes.
• Act as a champion for customer-centric priorities within the organization, ensuring that customer considerations drive business objectives and decisions.
• Manage and supervise teams responsible for customer support, administrative tasks, and complaint resolution to maintain high standards of service quality, compliance, and performance.
• Streamline and enhance customer journeys, operational processes, and service frameworks aligned with the target operating model.
• Utilize customer data, complaint trends, and operational management information to identify underlying issues, foster better results, and prioritize improvement initiatives.
• Advocate the customer viewpoint during the development of products, procedures, and technology strategies; sponsor initiatives aimed at service improvement and digital transformation.
• Ensure robust risk controls and reporting mechanisms are in place for the customer function, overseeing operational outcome metrics and indicators.
• Lead, mentor, and manage the customer team and budget to effectively support strategic goals and transformation efforts.

Required Qualifications and Skills

• Extensive senior leadership track record within customer service, operations, or service delivery roles in regulated industries.
• Proven success in enhancing customer outcomes, optimizing service performance, and managing complaint procedures effectively.
• Excellent stakeholder engagement abilities, with the capacity to influence decisions at executive and board levels.
• Solid expertise in customer journey mapping, gathering and interpreting customer insights, and conducting customer impact analyses.
• Experience collaborating closely with product management, technology, risk, and compliance teams.
• Demonstrated leadership in customer-driven organizational change and digital transformation projects.

Additional Information

Applications will be carefully reviewed, and only candidates who suitably match the role's requirements will be contacted for the next steps of the hiring process.