Customer Experience Manager
Core
Transform customer experience into a competitive advantage by orchestrating end-to-end journeys, analyzing feedback to identify trends, and driving initiatives that delight customers and deliver business impact.
Role type
Senior Customer Experience Manager
Builds
Cardholder journey maps, CX roadmaps, feedback measurement tooling, and CCaaS strategies
Domain
Fintech / Payments / Financial Services
Deliverable
product features
Required skills
Customer experience frameworks (journey mapping, service blueprinting), Voice of Customer (VoC) methodologies, data analysis, strategic planning, change management, cross-functional collaboration
Preferred skills
Fintech/banking experience, BPO partner management, telephony/CRM/VoC systems expertise, AI integration
Technologies
Amazon Connect, Zendesk, Qualtrics, Medalia
Responsibilities
Create cardholder journey maps across touchpoints; Analyze VoC data and unstructured feedback to identify root causes; Develop CX roadmap including new feedback forums and AI capabilities; Lead implementation of systems, processes, and change management; Act as the customer perspective champion liaising with Ops, Product, Eng & GTM; Track and report KPIs linking to business outcomes; Partner with external agencies; Translate findings to senior leadership
Seniority
Senior, hands-on IC