Manager, Customer Experience & Transformation
Core
Manager responsible for analyzing customer feedback and operational data to identify root causes of friction, designing and optimizing business processes, and leading change management initiatives to improve customer experience and NPS.
Role type
Manager, Customer Experience & Transformation
Builds
Process improvements, customer experience strategies, and change management plans for a financial services group.
Domain
Financial Services / Customer Experience / Process Optimization
Required skills
Customer analytics, process design, change management, stakeholder influence, data visualization, risk management, strategic planning
Preferred skills
Experience with NPS analysis, Power BI, business analysis methodologies, regulatory compliance knowledge
Technologies
Excel, Power BI
Responsibilities
Analyze customer complaints, surveys, and incidents to identify root causes of friction; Design and implement processes that align with business strategy and improve customer outcomes; Lead change management plans and stakeholder engagement to drive adoption; Develop data-driven recommendations for senior leadership; Monitor performance against customer experience targets and report on results.
Seniority
Manager, strategic execution & cross-functional leadership
