Senior Manager Customer Care Experience
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Overview
In this role you drive end-to-end customer interactions across channels, translating insights into scalable requirements and designs. You collaborate with cross-functional teams to optimize journeys, implement AI-enabled improvements, and ensure operational excellence in global markets. You'll lead transformation initiatives that elevate customer experience and channel performance. This position offers impact at scale within a leading hearing care provider, with a focus on modern digital capabilities and continuous improvement.
Compensaciones / Beneficios flexible hybrid working model
training opportunities
growth opportunities
individual development plans
Responsabilidades Own end-to-end customer journey design across voice, bots, email, chat, self-service, and mobile apps
Translate VoC and analytics into clear requirements and scalable solutions
Drive digital channel performance, adoption, containment, CSAT, FCR, and operational efficiency
Design and improve workflows, routing, and escalation models
Lead cross-functional transformation and continuous improvement initiatives
Manage customer experience projects from definition to adoption
Partner with Customer Care and Operations leadership to align priorities and execution
Collaborate with Product, Technology, and external partners on tech-enabled solutions
Monitor and report on key CX KPIs and channel performance
Oversee governance and successful delivery of CX initiatives
Requisitos principales Experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Journey Management
Strong project/program management skills across multiple initiatives
Ability to translate business needs into processes and technology solutions
Experience driving digital transformation, automation, or AI-enabled services
Strong analytical skills with VoC insights and operational KPIs
Excellent stakeholder management and cross-cultural collaboration in a global context
Fluency in English and excellent communication skills
Ability to operate in a matrix environment and lead cross-functional teams
stakeholder influence
analytical mindset
strategic thinking
customer journey mapping
omnichannel service design
VoC analytics
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