Customer Experience Manager

Job Description

We're seeking an accomplished and enthusiastic Head of CX to lead strategic initiatives, monitor and refine touchpoints, and cultivate a customer-centric culture and ethos. If you're passionate about shaping customer journeys and thrive on steering organizations towards a customer-centric future, we want to hear from you. Your role is pivotal, leading strategic initiatives that not only optimize customer experiences across the board but also foster innovation within cross-functional teams.

Main Responsibilities:

• Track customer experiences across all channels, devices, and touchpoints to identify pivotal touchpoints, establish metrics, and proactively address pain points.
• Identify customer needs and take proactive steps to maintain positive experiences.
• Conduct customer and user research in collaboration with product, marketing, and support teams to identify user behavior, needs, and perception.
• Utilize data-driven reports to fuel continuous improvement initiatives.
• Collaborate seamlessly with teams to craft and implement effective solutions.
• Guide cross-functional teams to optimize touchpoints and elevate overall experiences.
• Manage products and processes to collect customer feedback on products and processes, as well as prepare reports.
• Advocate a pervasive customer-centric culture across all departments.
• Develop bespoke training programs instilling enduring customer-centric values.
• Own the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
• Coordinate internal resources and third parties/vendors for the flawless execution of projects.
• Expand monitoring and solution provision services adeptly to new businesses.