Senior Manager - Customer Experience - BPO/ITeS

Customer Experience - Sr. Manager

Customer Experience Senior Manager analyzes customer feedback, customer journeys across all customer touchpoints and transforms the total experiences encompassing CX, EX, Brand Experience and User Experience.

Job Description & expectations

- You will be in charge of the design and delivery of solutions we are offering to our clients in many different sectors.

- You will be supported by a team of technical consultants and developers to help make the above happen

- Ensure a good understanding of our client's needs.

- Assist in the creation of a digital transformation roadmap.

- Lead the Fit/Gap analysis to define the solution design, including to-be processes, solution architecture, integration design, migration approach and non-functional requirements.

- Making sure the appropriate technologies will be used to create a state-of-the-art solution.

- Make use of modern release processes (DevOps) to ensure smooth and qualitative delivery of the solution

- Guard the quality of the solution on elements such as performance, stability, maintainability and robustness of all new features created within the solution.

- Ensure successful integration with other applications; and ensure the correct and efficient migration of data for our applications.

Daily and Monthly Responsibilities

Perform the following activities diligently :

- Customer experience programs (CX programs)

- Digital customer experience

- Design and processes

- Internal communications

- Voice of the customer (VoC)

- User experiences

- Customer experience management

- Journey mapping

- Nurturing customer interactions

- Customer success

- Customer support

- Handling customer data

- Learning about the customer journey

- The Manager uses data, analytics, and customer feedback to analyze customer trends and patterns. Generates intelligence about customers and share metrics with other team members so the organization can improve touchpoint, automation, digital marketing, and customer satisfaction strategies. The manager works with other members of the CX team to boost overall business outcomes.

- Manager is responsible for design thinking within the CX team. That relates to how customers interact with the organization's products and how teams can improve the design of those products. The experience design manager might work with UX designers to enhance customer experiences and overall CX strategy.

Skills Required :

- You are passionate about new technologies and modern architectural patterns.

- You have a technical degree (bachelor, master or equivalent), combined with a relevant experience in consulting or in industry.

- You have 5 to 7 years of experience in a professional development environment on the implementation of large technology solutions.

- You are solution driven and you have a strong analytical mindset, combined with creative skills.

- You have a non-stop drive to go out of your comfort zone to guarantee an end-to-end solution.

- You take ownership and you are accountable and responsible.

- You have a good understanding (certifications is a plus) of design processes (UX, Design Thinking), agile development, and agility at scale