Chief Customer Experience & Service Officer

The Director of Customer Service is the executive leader accountable for Curacao customer service strategy, servicing operations, customer experience, digital self-service, payment servicing, complaint resolution, contact center performance, and cross-functional execution across the Finance Group.

POSITION DESCRIPTION

The Director of Customer Service establishes the vision, operating model, performance standards, and transformation roadmap for customer service across all channels and servicing sites. The Director leads the customer relationship from account activation through the duration of the customer life cycle, with responsibility for creating consistent, low-friction service experiences that support customer retention, payment resolution, compliance, and long-term value. This role operates at an executive level and translates company strategy into measurable operating results. The Director provides leadership across live agent operations, Virtual Agent, IVR, CRM, email, SMS, chat, customer portal, secure payment channels, complaints, escalations, and future AI-enabled capabilities. The Director is expected to combine strategic judgment, operational discipline, technology fluency, financial ownership including profit and loss budget ownership, and executive communication. The Director leads through managers and senior leaders, builds high-performing teams, owns department budget and vendor performance, and partners closely with Information Technology, Collections, Payments, Risk, Fraud, Legal, Compliance, Marketing, Store Operations, Human Resources, and other business leaders. The role represents the voice of the customer in executive decisions and ensures that service strategy supports both customer outcomes and company performance.

EXECUTIVE ACCOUNTABILITIES

Customer Experience Strategy and Governance

• Set and execute the enterprise Customer Service vision, strategy, operating model, service standards, and multi-year transformation roadmap.
• Serve as the executive voice of the customer by identifying friction, unresolved disputes, recurring failure points, and opportunities to improve customer journeys.
• Establish governance for customer experience, complaints, escalations, service recovery, knowledge management, and cross-functional ownership of customer issues.
• Define channel strategy so customers receive consistent service across live agents, Virtual Agent, IVR, CRM, email, SMS, chat, customer portal, and other servicing channels.

Operations, Performance, and Multi-Site Leadership

• Direct Customer Service operations across internal and external servicing sites, including U.S.-based and international teams, and ensure appropriate staffing, workload allocation, and leadership coverage.
• Own performance against service and business metrics, including service level, abandon rate, transfer rate, first contact resolution, customer satisfaction, quality assurance, complaint cycle time, payment resolution, productivity, cost per contact, and digital containment.
• Establish executive reporting, operating reviews, root cause analysis, action plans, and accountability routines that convert data into timely decisions and measurable improvements.
• Maintain business continuity, escalation readiness, and operating controls for high-volume periods, system disruptions, and material customer-impacting events.

Digital Transformation, Technology, and Data

• Lead the continued digitalization of servicing, including CRM, Virtual Agent, customer self-service, secure payment links, automated communications, speech analytics, knowledge management, workflow automation, customer data capabilities, APIs, and future AI-enabled tools.
• Sponsor technology initiatives from business case and requirements through vendor selection, testing, implementation, adoption, controls, and post-launch performance review.
• Partner with IT, Data Science, and business leaders to improve customer and operational data, reporting transparency, decision support, and predictive service capabilities.
• Ensure technology investments reduce customer friction, improve payment and service outcomes, strengthen scalability, and lower avoidable live-agent dependency.

Customer Resolution, Compliance, and Risk

• Own complaint and escalation governance, ensuring timely resolution, clear accountability, complete documentation, customer follow- up, and identification of systemic corrective actions.
• Personally engage on high-risk, sensitive, regulatory, executive, or materially disputed customer matters when needed to reach appropriate resolution.
• Partner with Legal, Compliance, Risk, Fraud, and Internal Audit to maintain servicing controls, data protection, policy adherence, regulatory readiness, and timely response to audits or inquiries.
• Ensure Standard Operating Procedures, payment servicing practices, call handling standards, quality routines, escalation guidelines, and required customer communications remain current and consistently executed.

Financial, Vendor, and Business Management

• Own the Customer Service operating budget, financial plan, headcount, vendor expenses, technology spend, and cost-efficiency commitments while protecting customer experience and compliance standards.
• Manage strategic vendors and outsourcing partners through clear service-level expectations, performance reviews, issue resolution, contract support, and continuous improvement plans.
• Build and present business cases, investment priorities, return assessments, and operating recommendations to Finance Group leadership and executive stakeholders.
• Identify opportunities to improve retention, payment resolution, service-related revenue, productivity, and EBITDA through better processes, channel migration, automation, and resource allocation.

Leadership, Talent, and Organizational Effectiveness

• Lead the Senior Manager, managers, supervisors, team leads, agents, and external service teams through clear expectations, coaching, performance management, recognition, corrective action, and succession planning.
• Build leadership capability and a culture of accountability, customer ownership, continuous improvement, ethical conduct, and disciplined execution.
• Partner with Human Resources on organization design, recruiting, compensation, workforce planning, employee relations, training, attendance controls, and leadership development.
• Represent Customer Service in executive meetings, company initiatives, project steering committees, and business reviews, and communicate complex issues with clarity and sound judgment.

SUCCESS MEASURES

• Sustained improvement in customer satisfaction, first contact resolution, service consistency, and reduction of unresolved customer friction.
• Timely and effective complaint, escalation, and service recovery outcomes with clear root cause correction.
• Improved adoption and effectiveness of Virtual Agent, CRM workflows, digital self-service, secure payment channels, and automation.
• Achievement of service, quality, payment resolution, productivity, staffing, and cost-per-contact objectives.
• Strong operating controls, compliance execution, audit readiness, and protection of customer and company data.
• Accurate executive reporting, transparent KPI ownership, timely decisions, and reliable completion of strategic initiatives.
• Development of a high-performing leadership team with clear succession, accountability, and employee engagement.

REQUIREMENTS

• Bachelor's degree in business, Finance, Operations, Technology, or a related field required. Advanced degree or equivalent executive education preferred.
• Eight or more years of progressive leadership experience in customer service, contact center operations, servicing, consumer finance, retail credit, financial services, or a comparable regulated environment.
• Five or more years leading managers and multi-site or outsourced operations, with demonstrated accountability for performance, talent, budget, and transformation initiatives.
• Demonstrated experience with CRM platforms, contact center systems, IVR, Virtual Agent, omnichannel communications, customer self-service, case management, knowledge management, workflow automation, and AI-enabled servicing capabilities.
• Strong financial and analytical capability, including budgeting, workforce economics, vendor management, KPI design, operational reporting, root cause analysis, and business case development.
• Working knowledge of customer servicing controls, complaint management, data protection, quality assurance, payment servicing, and applicable regulatory and audit practices.
• Ability to prepare executive-level presentations, communicate complex issues clearly, influence C-level leaders, and support board-level reporting when required.
• Advanced Microsoft Office skills required. Power BI, CRM reporting, SQL, data visualization, process mapping, or technology implementation experience strongly preferred.
• Basic Bilingual English and Spanish.

COMPETENCIES

• Executive presence, strategic judgment, and the ability to balance customer, financial, operational, compliance, and employee considerations.
• High ownership, integrity, confidentiality, professionalism, and commitment to ethical decision making.
• Ability to lead through change, ambiguity, technology transformation, and complex cross-functional dependencies.
• Strong written and verbal communication, influence, negotiation, organization, prioritization, and follow-through.
• Strong coaching, talent development, performance management, and succession planning capability.
• Continuous improvement mindset focused on scalable process design, measurable outcomes, and disciplined execution.

ENVIRONMENT

• Office and contact center environment with extended periods of computer, phone, presentation, and meeting activity.
• Availability may be required outside standard business hours to support operations, critical incidents, or executive priorities.
• Occasional travel to servicing sites, stores, vendor locations, or business meetings.

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