Customer Experience Supervisor

hace 7 días


Madrid, Madrid, España Ing A tiempo completo

At Ing, we're looking for a seasoned Customer Experience Supervisor to spearhead our COO Contact Center. Your role and work environment:

You'll manage the performance and professional development of your team members, ensuring they deliver exceptional customer experiences. In this customer-obsessed area, you'll
• Provide a distinctive experience for Ing's customers at optimal value and profitability.
• Collaborate closely with customers and key stakeholders to drive initiatives that align with the COO's vision, strategy, and roadmap.
• Be passionate about enhancing the client experience and possess in-depth knowledge of Ing products, remote channels, and local markets.
• Analyze and simplify customer processes, ensuring regulatory compliance, budget control, and satisfaction/service level objectives are met.
• Work closely with Digital teams to digitize customer services and communicate effectively with Business Tribes to improve services and products.

Your responsibilities include leading part of the internal services team, guaranteeing bank customer satisfaction, working towards a single funnel for remote, face-to-face, and digital services, and serving as a spokesperson with Business Tribes. You'll also track KPIs, create E2E service dashboards, ensure high agent engagement, safeguard Service Levels and Abandonment Ratio, maximize incident management satisfaction, deploy new relationship models, and shorten incident resolution times.

We're seeking a candidate with a Master's or Bachelor's degree and at least 2 years of experience in contact centers. Ideal candidates will have curiosity about industry dynamics, proactivity in creating change, accountability in generating data-driven outputs, analytical skills combined with pragmatic thinking, customer focus, results orientation, excellent communication skills, passion for innovation, and awareness of market trends.

We estimate the salary for this position to be around $80,000-$120,000 per year, based on national averages and considering the job requirements and location. This figure is subject to negotiation and may vary depending on individual circumstances.



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