Job Openings CCX - Chief Customer Experience

About the job CCX - Chief Customer Experience

Chief Customer Experience Officer (CCXO)

Location: Bulgaria

We are supporting an international consumer-focused financial services group in the appointment of a Chief Customer Experience Officer to lead customer lifecycle strategy, service operations, and branch-level experience execution.

This is a senior leadership role combining customer strategy, operational excellence, team leadership, and performance ownership.

Role Mission

The CCXO is the creator and owner of the customer ecosystem, responsible for delivering extraordinary customer experiences at every touchpoint, while ensuring operational efficiency, KPI achievement, and sustainable growth.

Core Responsibilities

1 Customer Ownership & Data Governance

  • Full ownership of:
    • Customer pool development
    • Customer experiences created
    • Extraordinary customer experience metrics
    • Budget performance & departmental KPIs
  • Develop measurable, comparable, and meaningful CX performance data
  • Ensure timely subsidiary and group reporting

2 Customer Experience & Operational Excellence

  • Design and maintain extraordinary experience across all touchpoints
  • Build and maintain:
    • Customer Loyalty Program
    • Customer Feedback Measurement System
    • Structured Complaint Management Process
  • Develop and optimize operational processes driving customer excellence
  • Drive information system improvements supporting CX delivery

3 Customer Advisors (CA) Leadership & Development

  • Build and lead a high-performing Customer Advisors team
  • Develop:
    • Resource planning aligned with targets
    • Clear role descriptions
    • Recruitment and succession processes
    • Training programs and structured traineeship
    • E-learning platform with testing capabilities
    • Motivation & incentive schemes
    • Monthly individual performance measurement
  • Conduct regular team performance meetings
  • Supervise execution of individual CA contracts

4 Commercial & Network Contribution

  • Ensure fulfillment of sales plans, CPI plans, and departmental budgets
  • Co-lead branch network creation and relocation (with CCO)
  • Provide input into company process design to elevate CX

5 Strategic Contribution

  • Lead or actively contribute to subsidiary and group-level strategic projects
  • Act as responsible CX partner at subsidiary level

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