Head of Customer Experience Apac

Min 10+ years strong professional services, delivery and team management experience | Support Banking & Financial Services, eCommerce and related clients (Must) | Experience in Fraud, Authentication, Identification, AI, ML, Big Data, Digital Transformation, Credit, Lending, IoT, Risk Management or Decisioning related solutions (advantage) | Cover APAC market with focus in ASEAN region

Our client is a Leading FinTech Firm, looking to hire an experienced senior professional who will be in charge of delivering a seamless customer experience across all professional services stages and touchpoints of the company's customer journey plays a key role in outlining and achieving higher customer satisfaction, customer retention, new business growth, and profitable turnovers.

**You will be involved in activities such as**:

- Manage the customer experience team to work in collaboration with all other business functions, to consistently deliver the end-to-end customer experience
- Establish & maintain efficient customer service processes and standard operating procedures for the organisation and its internal and external customers
- Enabling a two-way stream with customer-facing teams through; collecting feedback from client-facing teams to derive meaningful insights for improvements
- Interact with senior management contacts to proactively advocate for solutions and manage the customer escalation process
- Build and manage a team of project managers, technical support, and customer experience specialists with deep domain expertise

**You will possess**:

- Bachelor / Master Degree with relevant experience background
- Ability to manage a team of 10-20 professional services/ delivery staff
- Strong experience in project management with involvement in product development
- Experience in fraud & risk management, payments, security, AI, ML, big data, credit, lending or decisions related enterprise banking & finance solutions
- Strong written and verbal communication skills

Datasearch Consulting Pte Ltd | Licence no. 17S8525 | Reg. No.: R1871070

Min 10+ years strong professional services, delivery and team management experience | Support Banking & Financial Services, eCommerce and related clients (Must) | Experience in Fraud, Authentication, Identification, AI, ML, Big Data, Digital Transformation, Credit, Lending, IoT, Risk Management or Decisioning related solutions (advantage) | Cover APAC market with focus in ASEAN region

Our client is a Leading FinTech Firm, looking to hire an experienced senior professional who will be in charge of delivering a seamless customer experience across all professional services stages and touchpoints of the company's customer journey plays a key role in outlining and achieving higher customer satisfaction, customer retention, new business growth, and profitable turnovers.

**You will be involved in activities such as**:

- Manage the customer experience team to work in collaboration with all other business functions, to consistently deliver the end-to-end customer experience
- Establish & maintain efficient customer service processes and standard operating procedures for the organisation and its internal and external customers
- Enabling a two-way stream with customer-facing teams through; collecting feedback from client-facing teams to derive meaningful insights for improvements
- Interact with senior management contacts to proactively advocate for solutions and manage the customer escalation process
- Build and manage a team of project managers, technical support, and customer experience specialists with deep domain expertise

**You will possess**:

- Bachelor / Master Degree with relevant experience background
- Ability to manage a team of 10-20 professional services/ delivery staff
- Strong experience in project management with involvement in product development
- Experience in fraud & risk management, payments, security, AI, ML, big data, credit, lending or decisions related enterprise banking & finance solutions
- Strong written and verbal communication skills

Datasearch Consulting Pte Ltd | Licence no. 17S8525 | Reg. No.: R1871070

Posted Date: 08 Mar 22

**Company Overview**

Datasearch Consulting is a highly specialised executive search and recruitment firm focused purely on the Financial Technology, Payments and Data sectors. The firm is headquartered in Singapore and covers the Asia Pacific Region. We have strong links to many of the world’s top international technology and data firms, and also work with a number of fast growing and ambitious small to medium size companies.

To deliver our services we have built a highly talented and passionate team of professionals with extensive industry experience. We combine local market knowledge with international databases and networks, giving our contacts access to specialised opportunities and highly sought after talent globally.