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
Own end-to-end customer journey design across voice, bots, email, chat, self-service, and mobile apps
Drive digital channel performance, adoption, containment, CSAT, FCR, and operational efficiency
Manage customer experience projects from definition to adoption




Partner with Customer Care and Operations leadership to align priorities and execution
Monitor and report on key CX KPIs and channel performance
Experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Journey Management
Strong project/program management skills across multiple initiatives
Experience driving digital transformation, automation, or AI-enabled services
Excellent stakeholder management and cross-cultural collaboration in a global context
Fluency in English and excellent communication skills

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