Job Description
We are seeking a detail-oriented Customer Experience Manager to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.
Responsibilities
STRATEGIC
- Lead CX transformation and implementation across selected business units, driving cultural and structural improvements that elevate customer-centricity.
- Develop and execute the strategy and roadmap, ensuring alignment with business priorities and measurable outcomes.
OPERATIONAL
- Establish and enhance customer feedback mechanisms - including surveys, mystery shopping, and customer interviews - to capture actionable insights
- Analyse and interpret Voice of Customer (VoC) data to identify key pain points, opportunities, and trends, and communicate findings effectively to leadership.
- Partner with business leaders and frontline teams to embed CX practices and ensure continuous improvement based on customer insights.
- Develop CX dashboards and KPIs, track progress, and ensure accountability for improving customer satisfaction, NPS, and experience metrics
PEOPLE MANAGEMENT
- Collaborate with CX analyst, stakeholders, and cross-functional teams to understand business objectives and customer experience challenges.
- Work closely with technology and operations teams to implement digital solutions that improve customer journeys and experience efficiency.
PRODUCT / PROCESS IMPROVEMENT
- Improve end to end journey map, customer insight analysis, and process improvement based on the insights from customers.
Qualifications
Bachelors Degree in Computer Science & Engineering or similar disciplines
Certified in CX and Data Analysis
Skills
- Strong analytical skills with experience using data analytics and visualization tools (e.g., Excel, Power BI)
- Proven experience in journey mapping, customer insight analysis, and process improvement.
- Excellent communication and presentation skills with the ability to influence stakeholders and translate insights into business actions.
- Demonstrated success in leading cross-functional projects and fostering a customer-centric culture.
- Knowledge of Agile methodologies and project management principles is an advantage.
- Familiarity with CX measurement frameworks (e.g., NPS, CSAT, CES) and CX technology platforms is preferred
- Strong customer focus and commitment to deliver and drive excellence
- Resilience, positive mindset, and ability to work under pressure
