Senior Customer Experience Manager

 

About the Job 

 

We are embarking on a transformation journey to bring customer centricity into the DNA of our employees and seeking a dynamic Customer Experience Specialist who will help bringing our CX strategy to life. This role will support in designing and implementing the long term vision and strategy for CX across our organization while leading key programs across a global organization.

 

 

What you do

 

• Lead, develop, and implement key CX programs such as NPS, VoC, and Customer First to deliver on the CX strategy and improve customer experience for target audiences.
• Deliver a cohesive, customer-focused approach that can be implemented and scaled within the organization, championing a customer-centric culture and prioritizing customer satisfaction at all organizational levels.
• Foster a culture of commitment to exceptional customer experience across all employee levels, providing a memorable and high-quality AZT experience that balances customer satisfaction with commercial objectives.
• Develop and roll out customer standards, journey maps, personas, dashboards, and training programs to equip staff with the skills to deliver exceptional customer service.
• Ensure all employees are aligned and empowered to uphold high standards of customer experience across all touchpoints and interactions.
• Leverage technology and drive the adoption of innovative tools and systems, including AI, to enhance efficiency, personalization, and quality of customer interactions, while ensuring regulatory compliance with relevant teams.
• Identify, select, and manage relationships with external parties to deliver on business-as-usual operations or ad hoc projects, ensuring alignment with organizational goals.

 

 

What you bring

 

• Strong stakeholder management skills with the ability to effectively communicate and influence stakeholders across the organization, including senior management, using excellent communication skills, both written and verbal.
• Demonstrated experience in customer experience (CX), project management, and driving initiatives to successful completion, with expertise in customer experience strategies and tools, including AI integration across the customer journey.
• Proven track record in designing and implementing end-to-end customer journey strategies that enhance customer satisfaction, including hands-on involvement in addressing and resolving customer pain points through analytical and creative problem-solving.
• Experience in change management, ensuring smooth transitions when introducing new processes or tools to stakeholders, and applying analytical thinking, methodological, conceptual, and consulting skills.
• Proficiency in survey design and execution to maximize data gathering across all touches of a customer journey, with familiarity in survey tools, dashboards, and customer feedback platforms.
• Higher education degree in business administration, customer experience management, or a related field, with 7+ years of relevant work experience in the Customer Experience area.
• Strong proficiency in PowerPoint and excellent English language skills, supporting effective communication and presentation of customer experience strategies and insights.

 

What we offer

 

• <