Chief Customer Experience Officer - Leading Entertainment Firm

Key Responsibilities:

• Develop and implement departmental policies and strategies to meet the company's goals, managing resources effectively.
• Lead customer journey re-engineering initiatives to enhance and transform the customer experience across all touchpoints.
• Collaborate with cross-functional teams to align departmental strategies with overall objectives, leveraging market insights and data.
• Construct frameworks to assess customer needs and satisfaction, ensuring service delivery aligns with expectations.
• Foster a culture of collaboration, communication, and accountability across teams and stakeholders.
• Streamline processes to optimize efficiency and promote a high-performance culture through mentorship and talent development.
• Lead change initiatives to enhance organizational adaptability and responsiveness to market dynamics.
• Advocate for diversity and inclusion, setting a standard for equitable practices within the team.

Qualifications:

• Over 15 years of working experience, with more than 8 years in a senior executive role.
• Proven experience in customer journey management, service innovation, and cross-functional collaboration.
• Strong analytical skills to interpret customer insights and drive strategic decisions.
• Excellent leadership abilities with a focus on team engagement and well-being.
• Familiarity with digital tools that enhance customer experience.