Customer Experience Lead

A growing financial services firm is hiring a Customer Experience Lead to build and run a newly created customer service function. This is a ground-floor opportunity to shape processes, implement technology, and drive a high-quality client experience across both organic growth and account integrations.Key ResponsibilitiesDesign and lead a formal case management program using Salesforce Service CloudOversee handling, escalation, and resolution of client inquiries and operational issuesBuild workflows for intake, routing, tracking, and reportingSupport CRM implementation and AI/chatbot initiatives to improve service efficiencyAct as the central coordination point between Business, Operations, Compliance, and ITDevelop reporting on case metrics, service trends, and operational performanceQualificationsBachelor's degree in Business, Finance, Information Systems, Operations, or related field5+ years in banking operations, customer experience, case management, or related rolesExperience with Salesforce Service Cloud, CRM platforms, or workflow automation toolsStrong communication, analytical, and organizational skillsBackground in financial services and experience supporting operational transitions or integrations is a plusBilingual Spanish and English is a must