Customer Experience Lead

The Customer Experience / Service Lead is responsible for supporting and leading the Agency’s customer service framework in connection with the transition and integration of client accounts into the organization. This includes both organic and inorganic growth. This is a newly established department needed due to the growth of the Agency.

This position will play a key role in establishing and supporting a structured customer service and case management program utilizing CRM tool, workflow automation, and AI/chatbot capabilities. The role will oversee the coordination, tracking, escalation, and resolution of client inquiries and operational issues while partnering closely with Business, Operations, Compliance, and IT teams to ensure a consistent and high-quality client experience.

The individual in this role will assist in building scalable customer service processes, service standards, customer segmentation, operational workflows, reporting structures, and automation initiatives designed to improve operational efficiency and support long-term client service objectives.

• Support and oversee customer service activities associated with transitioning from inorganic operations and also from organic growth
• Ensure timely handling, coordination, escalation, and resolution of customer inquiries, requests, and operational issues
• Serve as a central point of coordination between internal departments regarding client service matters
• Assist in the development and administration of a formal case management program within Salesforce Service Cloud
• Support creation of workflows for intake, categorization, routing, escalation, tracking, reporting and resolution
• Partner with IT and business stakeholders to support CRM solution implementation and optimization
• Support implementation and refinement of AI/chatbot capabilities to improve customer service efficiency
• Prepare and maintain reports related to case management metrics, service trends, and operational performance
• Identify opportunities for workflow automation and process improvement
• Collaborate closely with Business, Operations, Compliance, and IT teams regarding transition-related matters

• Bachelor’s degree in Business Administration, Finance, Information Systems, Communications, Operations Management, or related field required or strongly preferred
• Minimum of five (5) to eight (8) years of experience in banking operations, customer experience, case management, project management, or related operational roles
• Strong organizational, analytical, and problem-solving skills
• Strong written and verbal communication skills
• Ability to manage multiple priorities and deadlines effectively
• Exposure to Salesforce Service Cloud, CRM platforms, workflow systems, or automation tools strongly preferred

• Experience with in a banking or financial services environment
• Experience supporting workflow automation, chatbot implementation, or AI-supported customer service tools preferred
• Experience supporting operational transitions, integrations, or account migrations preferred

• Customer Experience Focus
• Operational Execution
• Process Improvement
• Problem Solving & Critical Thinking
• Cross-Functional Collaboration
• Adaptability & Change Management
• Analytical Thinking