Customer Experience Shared Services

Job Summary

Reporting to the Head of Digital, the Head of Customer Experience Shared Services will be accountable for establishing and operating the new Customer and Agent Solutions (CAS) Shared Services function. This pivotal role is responsible for providing critical, centralized support to the entire digital organization, which includes Contact Center Operations, Retention, Digital & Service Platforms, Service Transformation, and Workforce Planning. They will provide data and information to the teams, set the strategy, and run the operational plan for our contact centers, digital operations and agent servicing. The mission is to ensure all CAS teams are equipped with the data, insights, reporting, planning, and program management capabilities needed to deliver on their goals and drive superior business outcomes. This is a global talent requiring deep experience in insurance, financial services, or banking, with a deep understanding of contact center and digital operations. 

Key Responsibilities

As part of the broader Digital team, the Head of Customer Experience Shared Services will critically drive the participation of our service advantages as a streamlined, harmonious service center. This is a mandate to build and lead the strategic core of our customer operations. We are looking for an executive who can drive a fundamental transformation, not simply manage existing processes. You will own the strategy and execution for key shared services, delivering a data-driven, AI-enabled future for our customer and agent interactions. Your mission is to directly impact our bottom line by achieving new levels of operational efficiency, customer satisfaction, and agent performance.

The Successful Candidate Will:

• Own the strategic vision and annual operational plan for our shared services. You will directly manage the portfolio of strategic initiatives, ensuring resources are aligned with our most critical business objectives.
• Lead our data and analytics strategy, accountable for building complex data products, guiding the ethical integration of AI, and providing actionable insights that inform executive-level decisions on growth and profitability.
• Establish and lead a central PMO to provide consistent project management support, ensuring the disciplined execution of key transformation initiatives across the portfolio.
• Modernize and scale our workforce management and quality assurance functions. You will be responsible for optimizing staffing and maintaining high performance standards across a large, distributed organization.
• Drive large-scale change across the enterprise. You will lead cross-functional teams and manage complex programs to ensure successful execution and adoption of new technologies and processes.

Success Factors

Within the first 12 months, a successful candidate can expect to have achieved the following:

• Establish a clear vision of shared services with tangible milestones that direct the efforts of our workforce.
• Establish a centralized PMO with robust controls that define value-add, and aid in sequencing project work.
• Introduce new KPIs and OKRs that highlight wins and excellence across the digital shared services space.
• Leverage technology to realize the future of work and create new roles for the Shared Services  team.

Education Requirements

• 10+ years of progressive experience in financial services (insurance, banking), with a strong background in leading and supporting contact centers and digital operations.
• 8+ years people leader experience.
• Proven experience in leading transformation initiatives within a large organization.
• Deep knowledge of data and analytics, workforce management principles, and AI/ML concepts. Experience building and growing advanced analytics teams is strongly preferred.