Experteer Overview
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In this role you drive end-to-end customer interactions across channels, translating insights into scalable requirements and designs. You collaborate with cross-functional teams to optimize journeys, implement AI-enabled improvements, and ensure operational excellence in integral markets. You’ll lead transformation initiatives that elevate customer experience and channel performance. This position offers impact at scale within a leading hearing care provider, with a focus on modern digital capabilities and continuous improvement.
Compensaciones / Beneficios
• Own end-to-end customer journey design across voice, bots, email, chat, self-service, and mobile apps
• Translate VoC and analytics into clear requirements and scalable solutions
• Drive digital channel performance, adoption, containment, CSAT, FCR, and operational efficiency
• Design and improve workflows, routing, and escalation models
• Lead cross-functional transformation and continuous improvement initiatives
• Manage customer experience projects from definition to adoption




• Partner with Customer Care and Operations leadership to align priorities and execution
• Collaborate with Product, Technology, and external partners on tech-enabled solutions
• Monitor and report on key CX KPIs and channel performance
• Oversee governance and successful delivery of CX initiatives
Responsabilidades
• Experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Journey Management
• Strong project/program management skills across multiple initiatives
• Ability to translate business needs into processes and xqbhyrx technology solutions
• Experience driving digital transformation, automation, or AI-enabled services
• Strong analytical skills with VoC insights and operational KPIs
• Excellent stakeholder management and cross-cultural collaboration in a global context
• Fluency in English and excellent communication skills
• Ability to operate in a matrix environment and lead cross-functional teams
Requisitos principales
• versátil hybrid working model
• training opportunities
• growth opportunities
• individual development plans

📌 Senior Manager Customer Care Experience (Gran Alacant)
🏢 Sonova
📍 Gran Alacant