As the Senior Manager Customer Care Experience , you will own the design, optimization, and continuous improvement of the end-to-end customer interaction layer across all channels, including voice, voice bots, email, self-service applications, chat, and omnichannel journeys. You will act as the key link between business and technology, translating customer insights and operational needs into clear business requirements, strategic technology requests, and scalable process designs. Working closely with Customer Care, Digital, IT, Product, and Operations teams, you will drive initiatives that enhance customer experience while ensuring operational excellence across general markets. In this global role, you will drive digital channel performance, customer experience improvements, and innovation opportunities leveraging AI, automation, and emerging technologies.
Own end-to-end customer journey design across all interaction channels, including voice, voice bots, email, chat, self-service, and mobile applications.




Identify customer pain points and define future-state experiences based on VoC insights, analytics, and operational data.
Drive innovation across customer interaction channels through digital capabilities, automation, and AI.
Drive digital channel performance through improvements in adoption, containment, customer satisfaction, and operational efficiency.
Monitor key customer experience KPIs including CSAT, FCR, digital adoption, and channel performance.
Design and improve customer care processes, workflows, routing, and escalation models.
Manage customer experience projects, ensuring effective governance and successful delivery.
Partner with Customer Care and Operations leadership to align priorities and execution.
Degree in Business Administration, Marketing, Communications, Project Management, or a related field.
Strong experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Customer Journey Management.
Expertise in customer jour

📌 Senior Manager Customer Care Experience (España)
🏢 Sonova Group
📍 España