Customer Experience Manager

Role Overview

The Customer Experience Manager will lead the implementation of the necessary projects in line with the CX strategy, ensuring a seamless end-to-end customer experience across stages, channels, and touchpoints in the customer journey.

What You Will Do

The responsibilities include measuring, following, and improving Customer Experience Scores, conducting in-depth research to understand customer needs and expectations, detecting pain points, and redesigning and developing E2E Customer Journey Management of services and processes.

Why It Might Be a Fit

The ideal candidate will have a proactive and innovative approach, follow digital trends, and have a deep knowledge of CX Journey Map design, UX/UI processes, and Design Thinking methodology.

Requirements

• Bachelor’s/Master’s degree
• Preferably graduated from the Faculty of Engineering, Business Administration, Economics, Statistics
• Min 5 years of experience in Customer Experience, Business Development, Process Development, Marketing Departments, preferably in banking, e-commerce, fintech, telecommunication sectors
• Good command of written and spoken English
• Proficiency in MS Office applications
• Knowledge of AI-driven customer experience solutions, predictive analytics, and customer insights