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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 global 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 / Ventajas
- flexible hybrid working model
- training opportunities
- growth opportunities
- individual development plans
Responsabilidades
- 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
Requisitos principales
- 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 xqbhyrx into processes and technology solutions
- Experience driving digital transformation, automation, or AI-enabled services