Welcome to LHH Israel Network

About the Company

IBI is one of Israel’s leading and most innovative investment houses, providing a wide range of financial services including portfolio management, brokerage, mutual funds, and investment banking. With a strong emphasis on professionalism, innovation, and client service, IBI is a trusted partner for both individual and institutional investors.

About the Role

We're looking for a hands-on Digital CX Solutions Owner to take end-to-end ownership of our digital customer interaction platforms, including Omni-Channel solutions, AI voice and text agents, and digital data collection forms.

This role spans the full system lifecycle: from requirements gathering and vendor selection, through technical configuration and implementation, to ongoing management, maintenance, and continuous optimization, all with a direct impact on customer experience and operational effectiveness.

Responsibilities:

• Own the full lifecycle of digital customer communication systems – from requirements and vendor selection through configuration, implementation, and ongoing operations
• Identify optimization opportunities, evaluate alternatives, and execute hands-on changes as business needs evolve
• Monitor system performance and usage, generate insights, and drive continuous improvement of customer-facing experiences
• Support internal business users, manage external vendor relationships, and serve as the primary point of contact across all stakeholder interfaces
• Maintain up-to-date documentation of processes, system changes, and organizational knowledge

Qualifications:

• Bachelor's degree in a technology-related field (Industrial Engineering & Management or Information Systems is an advantage)
• 3+ years of hands-on experience implementing, configuring, or operating business systems, including direct interface work, troubleshooting, and technical integrations
• Experience managing external vendors and third-party relationships alongside a strong process mindset: big-picture thinking with sharp attention to detail
• Service-oriented with excellent interpersonal and communication skills across diverse internal and external stakeholders
• Familiarity with Wonderfull, Cellosign, Glassix, InforU or similar platforms – strong advantage

Nice to have:

• Experience with AI conversational tools (Voicebots and/or Chatbots) including basic prompt engineering and conversation flow design
• Strong tech orientation with a fast learning curve for new systems and tools
• Background in customer service departments and/or regulated financial institutions / investment firms
• Highly organized with the ability to independently lead tasks end-to-end and manage multiple priorities simultaneously