Operational Excellence & CX Manager

Job Description

About the Role

We are looking for an analytical, customer-centric, and results-driven Operational Excellence & Customer Experience Manager who can connect customer insights, operational data, qualitative research, and structured problem-solving to drive measurable improvements across the organization.

Key Responsibilities

•Define and lead the OpEx & CX improvement roadmap aligned with business priorities.
•Analyze Voice of Customer (VoC) data across calls, chats, tickets, complaints, surveys, and other customer touchpoints.
•Identify, categorize, and prioritize customer pain points, friction areas, and preventable customer contacts.
•Map and analyze customer journeys to identify improvement opportunities across products, services, and processes.
•Lead qualitative research and in-depth customer interviews and translate findings into actionable insights.
•Conduct structured Root Cause Analysis using methodologies such as 5 Whys, Fishbone, Pareto Analysis, and other relevant techniques.
•Analyze As-Is processes, contribute to To-Be process design, and identify opportunities for simplification, standardization, and optimization.
•Identify and implement opportunities to use AI and automation across customer analytics and operational processes.
•Define KPIs and success metrics and evaluate the impact of improvement initiatives before and after implementation.
•Develop analytical reports and management dashboards to monitor performance, trends, and improvement impact.
•Prioritize improvement opportunities based on impact, frequency, risk, cost, and implementation feasibility.
•Partner with Product, Technology, Customer Service, Operations, and other stakeholders to implement corrective and preventive actions.
•Lead cross-functional OpEx & CX initiatives and foster a data-driven, customer-centric approach to problem solving.
•Perform Business Analyst (BA) activities by analyzing business requirements and translating
stakeholder needs into actionable process improvements.

Qualifications

•Management, Business Administration, Data Science, Industrial Engineering, or a related field.
•At least 5 years of relevant experience in Operational Excellence, Customer Experience, Process Improvement, Business Analysis, or Operational Performance.
•Proven experience leading cross-functional initiatives and managing stakeholders.
•Strong structured problem-solving and Root Cause Analysis capabilities.
•Hands-on experience with Customer Journey Mapping, Voice of Customer, and customer pain-point analysis.
•Experience designing and conducting qualitative research and in-depth customer interviews.
•Strong ability to analyze quantitative and qualitative data and translate findings into actionable recommendations.
•Advanced proficiency and experience developing analytical and management reports.
•Practical knowledge of Generative AI tools and the ability to identify automation opportunities.
•Strong communication, presentation, and data storytelling skills.

Preferred Qualifications

•Experience with Power BI, Metabase, or similar BI tools.
•Experience with Power Automate, n8n, Make, or similar automation platforms.
•Experience analyzing CRM, contact center, and customer interaction data.
•Experience in digital businesses, financial services, brokerage, or fintech.

Key Competencies

Analytical and critical thinking, curiosity, customer centricity, data-driven decision making, stakeholder management, effective communication, ownership, results orientation, change leadership, and a strong interest in emerging technologies.