Head of Customer Experience

Calamatta Cuschieri Moneybase plc is a leading diversified financial services group that founded the Maltese financial services industry in 1971. We currently employ 200 people spread across 3 core business lines namely Fintech, Investment services and Fund administration. Calamatta Cuschieri Moneybase plc is considered to be an innovator in the areas it operates in. We believe in challenging the status quo and we aim for service excellence in everything we do.

Role Description
The Head of Customer Experience is a strategic leader responsible for managing and overseeing three distinct teams within the organisation Contact Centre, Customer Care, and Customer Experience- tasked with delivering an exceptional customer experience journey to our clients. This individual will leverage his/her expertise in customer support, leadership, and cross-functional collaboration to ensure Calamatta Cuschieri Moneybase maintains its reputation for outstanding service and customer support at all times.

This is a critical role which requires blending strategic thinking and oversight with hands-on execution resulting in elevated customer satisfaction and in turn, supporting the company’s growth objectives.

Duties and Responsibilities:

• Lead, coach, and inspire teams to deliver outstanding service and support


• Oversee the contact centre’s daily operations, ensuring efficient resource planning and implementation of best practices


• Support the Customer Care and Customer Experience teams through training, routine quality assurance (QA), and process improvements


• Monitor and report on key performance indicators (KPIs) across the areas of responsibility


• Promote a unified culture across all customer-facing teams


• Anticipate and proactively address customers' needs and expectations


• Maintain up-to-date knowledge of latest industry trends and technologies to enhance service delivery


• Manage and optimize CRM tools and other systems ensuring accuracy and efficiency


• Collaborate with the Marketing team on loyalty programs, retention campaigns, and social media management


• Gather and synthesize customer feedback and liaise with product development and business strategy teams


• Escalate technical and operational issues to relevant teams for resolution


• Streamline onboarding processes creating an engaging journey for new Moneybase clients


• Drive strategies to optimize client conversion and retention


• Lead initiatives to improve processes, tools, and team capabilities


• Foster an environment of innovation, inclusion, and professional growth

Experience and Education Requirements:

• Proven experience in a senior leadership role within a contact centre or customer service environment


• Demonstrated success in implementing telephony and digital customer experience strategies


• Experience leading continuous improvement projects and managing KPIs


• Knowledge of CRM systems and customer service tools

Skills Requirements:

• Inspirational and motivational leader who fosters collaboration and promotes a culture of respect and inclusivity


• Skilled in mentoring and developing high-performing teams


• Exceptional communicator capable of presenting complex ideas in a simple, relatable manner


• Ability to collaborate effectively across departments, including marketing, product, and technology teams


• Proactive, solution-oriented mindset with the ability to identify risks and opportunities


• Expertise in leveraging technology to enhance customer service delivery


• Strong organizational skills, with the ability to deliver high-quality results on time


• Focused on continuous self-development and team improvement

Remuneration
We are committed to attracting and selecting top people to join our team. We are also committed to creating a workplace that encourages individual growth; we value our people and their well-being.

What We Offer:

• Health insurance and fitness allowances


• Study leave


• Fully paid sponsorship schemes for further studies


• Exposure to the very latest technologies


• Opportunities for career growth


• Variable bonus linked to KPI

All applications will be acknowledged and treated with maximum confidentiality.

The enduring goal of Calamatta Cuschieri Moneybase is that the composition of our workforce should reflect that of the communities in which we work.