Customer Experience Officer

Client Relationship Management

• Serve as the primary point of contact for assigned strategic accounts.
• Build and maintain strong executive and operational relationships with client stakeholders.
• Conduct regular business reviews to discuss performance, service improvements, and business opportunities.
• Drive customer satisfaction, retention, and long-term account growth.

Customer Experience & Service Excellence

• Ensure all client requirements, inquiries, and escalations are managed within agreed service levels.
• Monitor end-to-end customer journeys and identify opportunities to improve the client experience.
• Proactively communicate service updates, operational changes, and issue resolutions.
• Champion a customer-centric culture across internal teams.

Account Growth & Commercial Support

• Identify opportunities to increase Share of Wallet (SOW) through additional services and expanded screening solutions.
• Support commercial discussions, contract renewals, pricing reviews, and client negotiations alongside Sales and Account Management.
• Develop account growth plans aligned with clients hiring strategies and business objectives.
• Assist in client win-back and retention initiatives.

Operational Governance

• Coordinate with Operations, Product, IT, Compliance, and Finance to ensure seamless service delivery.
• Monitor turnaround times, quality metrics, and operational performance against contractual commitments.
• Ensure timely resolution of operational risks and service disruptions.
• Lead cross-functional action plans to improve client outcomes.

Performance & Reporting

• Prepare and present executive business reviews (QBRs/MBRs).
• Analyze client trends, endorsement volumes, revenue performance, and service metrics.
• Provide actionable recommendations based on operational and commercial insights.
• Maintain accurate account documentation, forecasts, and engagement plans.

Risk & Compliance

• Ensure adherence to company policies, regulatory requirements, and data privacy standards.
• Support client audits, compliance reviews, and due diligence activities.
• Identify operational and commercial risks and recommend mitigation strategies.

Success Profile

A successful Customer Experience Officer is a trusted advisor to clients, a strategic partner to internal stakeholders, and a proactive advocate for service excellence. They anticipate customer needs, identify growth opportunities, resolve issues before they escalate, and consistently deliver measurable business value that strengthens long-term client partnerships.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Management, or a related field.
• 3–5 years of experience in Customer Success, Account Management, Client Relations, or Customer Experience.
• Experience in the Background Screening, BPO, HR Services, Recruitment, Risk Management, or Compliance industry is highly preferred.
• Strong stakeholder management and executive communication skills.
• Proven ability to manage strategic accounts and complex client relationships.
• Excellent analytical, negotiation, presentation, and problem-solving skills.
• Highly organized with the ability to manage multiple high-priority accounts simultaneously.