Vice President of Customer Experience

About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://vimeo.com/177119191


About the Job

As one of the world’s leading outsourcing companies, 24-7 Intouch is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for customer care excellence, both internally and within the BPO industry. 

We’re hiring a Vice President of Customer Experience to demonstrate a focus and passion for our client-partners and business. Our ideal candidate is a highly visible leader who can seamlessly connect customer experiences into a powerful whole to contribute to the growth and success of both 24-7 Intouch and that of our client-partners.


As VP of Customer Experience, You Will…

  • Develop, initiate and implement measurable strategies aiding in driving client-partner strategic priorities and financial goals
  • Direct and link all aspects of physical and digital customer experiences to drive customer engagement and profitability
  • Develop strong working relationships across the organization with functional leaders and teams to ensure the success of our client-partners across all aspects of their business
  • Be accountable for the overall satisfaction of client-partners
  • Effectively manage client-partner relationships with the support of Operations, Workforce, Training, HR and Sales
  • Identify opportunities to create best practices around improving customer experience and satisfaction
  • Act as a “Client-Partner Success Evangelist” with prospects, customers and partners
  • Monitor and proactively pivot the different trends affecting the business model
  • Translate client-partner needs into workable plans
  • Manage existing contracts and agreements to ensure expectations are met


As VP of Customer Experience, You Have…

  • University Degree or Diploma in Business or Commerce (preferred) 
  • 10+ years experience in Sales, Operations, Workforce Management or Finance (required)
  • A combination of above experience (asset)  
  • Previous contact center experience (asset)
  • High motivation, flexibility and the ability to be adaptive
  • The ability to excel at working under pressure and switch gears quickly
  • A strategic understanding of Financial Services, Technology, Retail, Media and leading trends to proactively identify solutions with the client-partner in mind
  • Proven experience and success leading executive level conversations and interactions
  • Ability to work effectively and influence key stakeholders from all divisions of the organization
  • Strong interpersonal and communication skills
  • Superior organizational skills and the ability to manage multiple complex projects to completion
  • The ability to envision and create Voice of the Customer insights based on operational data
  • A strong understanding of multi-channel solutions with an emphasis on emerging channels
  • The ability to embrace change and lead change management
  • The ability to travel at least one week per month, or as needed

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