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

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