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 (Valencia)
🏢 Sonova
📍 Valencia