Product Experience Manager

Episode Experience Manager

This role is responsible for executing and managing the day‑to‑day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience. Reporting to the Episode Experience Lead, this role is hands‑on in monitoring, analyzing, and implementing enhancements that improve customer interactions within the episode.

Duties And Responsibilities

• Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions specific to acquisition and retention.
• Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journey friction points.
• Collaborate with Frontline & Support Teams – Work with call centers, retail, digital, and other customer‑facing teams to ensure consistent experience delivery.
• Ensure Omni‑Channel Consistency – ...