Customer Experience Manager

About the job

We are currently looking for a Customer Experience Manager to join a dynamic team focused on improving customer journeys, enhancing operational…

Customer Experience Manager

Job description:

We are currently looking for a Customer Experience Manager to join a dynamic team focused on improving customer journeys, enhancing operational processes, and ensuring an excellent customer experience across multiple touchpoints.

About the customer:

• Zurich
• ASAP start (latest mid-July)
• 9-month contract with possible extension
• 100% workload

Requirements:

• Map customer journeys, identify improvement opportunities, and define business requirements
• Support process improvements and operational readiness for new initiatives
• Create documentation, work instructions, business cases, and customer communications
• Act as the key contact for customer service topics and customer experience impacts
• Lead UAT activities and collaborate closely with business and technical stakeholders

Competences:

• 5+ years of experience in Business Analysis, Process Management, or Project Management in the telecommunications industry
• Experience working with Agile and/or Waterfall methodologies
• Strong customer experience and process improvement mindset
• Strong analytical and problem-solving skills
• Excellent stakeholder management and communication skills
• Telecommunications experience is an advantage