Head of Customer Service

About us

At Bank esh, we are not just imagining the future of banking - we are building it. Our mission is to create a groundbreaking banking experience that merges cutting-edge technology, operational excellence, and unshakeable trust between the bank and its customers. Having secured our banking license in formation in December 2022, we are gearing up to launch our digital bank from the ground up. We are looking for an exceptional leader to take a central role in driving this revolution.

Job Description

We are seeking a Head of Customer Service to lead the overall strategy, policy, and operations across customer service and customer experience (CX). In this role, you will ensure high-quality, accessible, and efficient service across all digital and voice channels, lead our customer service centers, represent the Voice of the Customer (VOC) across the bank, and spearhead advanced, data-driven initiatives and AI implementations for continuous improvement.

Responsibilities

• Service Strategy & Policy: Define and update service policies aligned with the bank’s rapid growth, design customer journeys across all touchpoints (chat, phone, and digital channels), and enforce SLA and KPI standards in accordance with our public Service Charter.
• Service Center Operations: Take full leadership ownership of service quality, availability, and SLA compliance, analyzing quantitative and qualitative metrics to resolve bottlenecks and drive operational and strategic decision-making.
• Technology & Innovation: Optimize the CRM platform, define real-time operational dashboards, and spearhead the implementation of AI-driven tools to enhance customer experience and operational efficiency.
• Voice of the Customer (VOC): Gather and analyze customer insights across all channels, lead satisfaction surveys (CSAT/NPS), identify key drivers of customer sentiment, and present data-backed recommendations to senior management.
• Governance & Regulatory Compliance: Ensure strict adherence to banking directives (including Proper Conduct of Banking Business Directive 501), and produce routine reports for executive leadership, the Board of Directors, and regulatory authorities.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a relevant field – mandatory (Master’s degree – an advantage).
• At least 5 years of proven experience in customer service management and contact center leadership (strong advantage for banking or financial services background).
• Deep understanding of customer experience (CX) methodologies, digital workflows, and modern service center environments.
• Hands-on experience optimizing CRM systems and scaling advanced digital communication channels.
• Advanced analytical capabilities with proven expertise in performance metric management (KPIs / SLAs).
• Exceptional leadership, communication, and interpersonal skills, with the ability to lead change and challenge the status quo.
• Strong verbal and written communication skills.
• Familiarity with financial/banking regulation – a significant advantage.

Think you have the passion and inner fire for it? Bring it on and challenge us!

esh is proud to be an equal opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital state, disability or gender identity.