Manager - Customer Experience

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