Senior Customer Experience Manager

Role Overview

As a Senior Customer Experience Manager, you will drive the transformation of customer experiences by connecting customer needs with business decisions. You will understand customer needs, identify improvement opportunities, and turn the desired experience into concrete solutions.

What You Will Do

Your responsibilities will include combining quantitative and qualitative information from research, observations, conversations, surveys, complaints, and behaviors to turn that understanding into a perspective that influences decisions.

Why It Might Be a Fit

We are looking for someone with a solid understanding of the customer experience and the ability to connect different disciplines: research, design, processes, and transformation.

Requirements

• At least four years of professional experience in Customer Experience, experience design, Service Design, journey management, process improvement, or transformation initiatives.
• Education in Business Administration, Industrial Engineering, Marketing, Consumer Psychology, Experience Design, Digital Business, or related fields.
• Ability to research, analyze information, and transform findings into opportunities and concrete decisions.
• Understanding of journeys and end-to-end processes, as well as the interdependencies that influence the experience.
• Critical thinking and ability to constructively question, challenge assumptions, and propose new perspectives.
• Clear communication, relationship-building, and influencing skills to collaborate with multidisciplinary teams.
• Genuine customer orientation and ability to defend their needs, considering at the same time the operational, technological, and regulatory realities of the business.