Service Experience Manager
Core
Lead customer experience strategy and execution across delivery teams to turn feedback into meaningful improvements, ensuring an easy, fast, consistent, and proactive 'Super-Green' experience.
Role type
Senior IC Service Experience Manager
Builds
Customer experience initiatives, journey maps, and capability programs for delivery teams
Domain
IT Managed Service Provider (MSP)
Deliverable
product features
Required skills
customer journey mapping, qualitative and quantitative feedback analysis, cross-functional influence without authority, training and coaching, strategic prioritization
Preferred skills
IT industry familiarity, MSP experience
Technologies
N/A
Responsibilities
Map the customer journey to identify friction points; drive CX initiatives by partnering with delivery teams; champion a customer-first culture; develop CX capability through training and coaching; provide CX insights and reporting on trends and outcomes
Seniority
Senior, hands-on IC