Manager, Customer Experience

YOU’LL HAVE THE OPPORTUNITY TO:

Strategy & Governance

• Lead CX Governance: Manage cross‑functional governance processes, including agenda setting and stakeholder coordination and decision making.
• CX Strategy Development: Create and execute customer experience strategies based on data analysis, business performance and considering our business model.

Financial & Performance Analysis

• Financial Impact Assessment: Evaluate revenue and cost implications of CX initiatives (e.g., retention, lifetime value, cost to serve).
• Budget & Resource Management: Plan and manage CX budgets, allocate resources, and optimize spending.
• Process Optimization: Use data tools to identify cost‑saving and revenue‑generating opportunities across the customer journey.

Data & Analytics

• CX Metrics Monitoring: Track and analyze key performance indicators (NPS, CSAT, churn, lifetime value). Link ...