Head of Customer Engagement

1 day ago

Singapore Nil Full time

A leading financial services organisation is seeking an experienced leader to shape the strategic direction of its customer experience function and uplift overall service standards. This role leads a variety of teams focused on customer engagement, service delivery, and experience design — with a strong mandate to modernise, transform, and raise the bar on service quality across the organisation. Key Responsibilities Lead and execute the organisation's customer experience strategy to enhance service quality, customer satisfaction, and operational efficiency. Oversee and inspire diverse teams across customer operations, service improvement, and experience innovation, fostering collaboration and accountability. Drive modernisation and transformation initiatives to strengthen service delivery, digital engagement, and responsiveness across all touchpoints. Redefine processes, introduce best‐in‐class service practices, and embed a customer‐first mindset across the business. Partner with digital, marketing, and product functions to design seamless and differentiated customer journeys. Build a high‐performing, empowered service culture through coaching, capability building, and continuous feedback loops. Establish measurable KPIs to track progress in service quality, customer experience, and operational excellence. Requirements Bachelor's degree in business, Management, or a related discipline. At least 12–15 years of experience in leading large‐scale customer service or experience operations, ideally in transformation or modernisation environments. Strong leadership capability to manage diverse teams and drive organisation‐wide change. Proven record of uplifting service quality and driving process improvements. Strategic and hands‐on approach, with excellent stakeholder management and communication skills. Seniority Level Director Employment Type Full-time Job Function Customer Service #J-18808-Ljbffr

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