Customer Experience Executive

Customer Experience Executive

About the Company

Join a dynamic financial services company that is transforming the industry with innovative solutions.

Industry

Financial Services

Type

Privately Held

Founded

2008

Employees

5001-10,000

Categories

• Financial Services
• Games
• Home
• Social Games
• Social Media Platforms
• Video Games

Specialties

About the Role

We are seeking an experienced and dynamic Customer Experience Executive to drive a transformative strategy that prioritizes our customers in every interaction. This pivotal role will focus on exceeding the expectations of residential mortgage borrowers and business partners through exceptional service, streamlined processes, and impactful communication. The ideal candidate will possess a comprehensive understanding of customer journey mapping, service design, and experience measurement, and will effectively convert insights into operational enhancements and emotionally engaging communications.

The Customer Experience Executive will be tasked with improving our performance in key industry metrics, such as J.D. Power and STRATMOR, and will be evaluated based on tangible outcomes, including increased retention rates and enhanced Net Promoter Scores (NPS). Candidates should have at least 10 years of experience in customer experience, service design, or brand strategy, preferably within the financial services sector or similar regulated fields. A Bachelor’s degree is required, while an MBA or advanced degree in business, design thinking, or behavioral science is highly preferred.

This role demands a proven history of leading cross-functional customer experience initiatives that yield measurable business impact, along with experience in quality assurance or process improvement. A strong executive presence and the ability to influence across departments are essential. The Customer Experience Executive will lead a high-impact team and must excel in stakeholder alignment, change management, and cross-functional leadership. Proficiency in customer experience platforms, survey tools, and digital engagement strategies is critical. We are looking for a leader who embodies empathy, clarity, and accountability, thriving in a fast-paced environment.

Hiring Manager Title

Chief Marketing Officer

Travel Percent

Less than 10%

Functions