Head of Customer Experience & Service Innovation

The Company is seeking a Head of Customer Experience and Service Innovation to lead the development and design of its modular service architecture. The successful candidate will be responsible for creating seamless, high-impact customer journeys that align with the organization's mission to eradicate poverty. This role requires a strategic leader with a proven track record in service architecture, design, and innovation, particularly in a regulated environment. The Head of Customer Experience and Service Innovation will be at the forefront of the company's efforts to integrate and enhance its service offerings, with a focus on the Salesforce platform, and will play a key role in the senior leadership team, contributing to the organization's strategic direction and thought leadership in the social impact space. Candidates for this role at the company should have a degree-level education and a minimum of 5 years' experience in a leadership position, with a strong background in Agile/Lean principles and product methodologies. The role demands a passion for the company's mission, a commitment to its Christian values, and the ability to inspire and lead a high-performing team. Essential skills include systems thinking, excellent communication, and the ability to navigate complex regulatory environments. The Head of Customer Experience and Service Innovation will also be involved in team and capability development, and cross-functional embedding, and will be expected to contribute to the organization's culture of spiritual rhythms, celebration, and collaborative bravery.