We seek a CX Excellence Senior Manager to elevate customer satisfaction and loyalty in the Consumer Services sector. This strategic role involves leading initiatives to enhance customer touchpoints, streamline services, and drive a customer-centric culture.

Key Responsibilities

• Develop and implement customer experience strategies aligned with business goals.

• Analyze customer feedback and service metrics to identify areas for improvement.

• Design and optimize customer journey maps and service delivery processes.

• Foster a customer-centric culture and advocate for the customer voice in strategic decisions.

Skills

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field (Master’s preferred).

• 7+ years of experience in customer service or experience management.

• Proven track record in leading successful CX programs or initiatives.

• Strong analytical skills with the ability to interpret data and generate insights.

• Proficiency in CRM tools and customer feedback platforms.

• Expertise in customer journey mapping and continuous improvement methodologies.

• Excellent communication and interpersonal skills for cross-functional collaboration.