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. flexible hybrid working model training opportunities growth opportunities 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 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 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 analytical mindset strategic thinking VoC analytics

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📌 Senior Manager Customer Care Experience - Sonova (Madrid)
🏢 Sonova
📍 Madrid