Director of Customer Service

For our client, a major player in the Uzbekistan market in the Banking/Fintech sector, we are looking for a Director of Customer Service.

Location: Office in Tashkent (relocation is a mandatory condition).

Key Tasks:

• Completely rebuild and update the customer service strategy in all Fintech areas (bank, installment plans, wallet), ensuring a unified quality standard.
• Create a communication system. Develop and implement a customer communication system "from scratch" across all channels, including a strict definition of Tone of Voice, so that the brand sounds equally professional everywhere.
• Implement a systemic problem-solving process (Root Cause Analysis).
• Implement VoC. Launch a working "Voice of Customer" practice, transforming subjective feedback into a clear backlog for improving business processes.

Your goal is not to learn to quickly respond to a complaint, but to eliminate the cause of its appearance by influencing the product and IT.

Requirements:

• Experience in banks in the last 5-7 years is mandatory.
• Proven experience in building a service from scratch or conducting deep transformation in large Fintech companies/banks.
• Expertise in Voice of Customer (VoC) methodology.
• Methodological base. Deep understanding of how customer experience metrics work and how they affect financial business indicators (LTV, Churn).
• Presentation skills. Ability to package complex findings into simple and convincing arguments for top management (CEO).
• Management scale. Experience managing large distributed teams.

Contacts: a.nikonorov@mridge-global.com Telegram: @AleNik1976 WhatsApp +374 (41) 56 78 05