Customer Service Lead

DXC Technology is focused on enhancing customer experiences and is seeking a Customer Experience Lead to oversee initiatives that improve customer loyalty. This role involves mentoring a team, analyzing customer feedback, and collaborating with cross-functional teams to enhance the customer journey.

Responsibilities:

• Lead and mentor a team of customer experience professionals to achieve departmental and organizational goals
• Conduct customer surveys and interviews, analyzing feedback and data to identify trends and recommend improvements
• Design and implement processes that enhance the customer journey across all touchpoints
• Collaborate with cross-functional teams to ensure a unified approach to customer experience
• Monitor and report on customer satisfaction metrics and KPIs, presenting findings to Leadership
• Stay up to date with industry best practices and emerging trends in customer experience

Requirements:

• Bachelor's degree in business administration, Marketing, Communications, or a related field
• 3–5 years of progressive experience in customer experience, or a related field
• At least 1–2 years in a supervisory or team lead capacity within a customer-facing environment
• Demonstrated success in managing or improving customer experience programs or initiatives
• Experience working cross-functionally and influencing stakeholders at various organizational levels
• Proficiency with CRM platforms and customer feedback management tools
• Excellent communication, interpersonal, and Leadership skills
• Strong analytical and problem-solving abilities
• Customer-centric mindset and passion for service excellence
• Ability to prioritize and manage multiple projects simultaneously
• Adaptable, collaborative, and able to thrive in a fast-paced environment
• Relevant certifications in customer experience management, service excellence, or Leadership are a plus (e.g., Certified Customer Experience Professional (CCXP), Six Sigma, or similar)