Manager, CX Transformation
Core
Lead enterprise-wide customer experience transformation programs to improve customer journeys, satisfaction, and loyalty while embedding CX governance and driving sustainable change.
Role type
Manager, Customer Experience Transformation
Builds
Customer-centric service improvements and transformation programs
Domain
Banking and Finance
Deliverable
product features
Required skills
Strategic program management, Customer journey mapping, Cross-functional stakeholder management, Data-driven decision making, Change management, Team leadership, KPI definition and monitoring, Business case development
Preferred skills
Master's degree, PMP, PRINCE2, Agile, Lean Six Sigma, Prosci Change Management, CCXP
Technologies
N/A (via careerplan.io/jobs/14-007-5A-377-manager-cx-transformation-at-cbd)
Responsibilities
Design and execute enterprise-wide CX transformation programs; Lead customer journey mapping and service redesign; Manage a portfolio of CX initiatives within scope and budget; Act as a trusted advisor to business leaders; Define and monitor CX KPIs and transformation scorecards; Drive customer-centric culture through workshops and training; Coach CX Transformation Officers and project resources.
Seniority
Manager, hands-on IC with team leadership
