Customer Experience Manager
Core
Leading the customer service team and driving the Customer Experience (CX) strategy for AXA Home Security to improve service efficiency and identify growth opportunities.
Role type
Senior Customer Experience Manager
Builds
Customer service operations and CX strategy for home security products
Domain
Home security / Insurance services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, CX strategy development, cross-functional collaboration, data-driven decision making, sales experience, change management, market trend analysis, portfolio management
Preferred skills
Lean Management, production and service sector experience, ERP/CRM system familiarity
Technologies
ERP, CRM, call center systems
Responsibilities
Lead and develop the customer service team; execute short-term and long-term CX strategies; optimize service workflows and efficiency; collaborate with sales, marketing, finance, and IT; manage customer escalations at senior management levels; identify growth opportunities in the customer portfolio.
Seniority
Senior, hands-on IC with management responsibilities
