Senior Manager Customer Care Experience - alacant
hace 4 días
Alicante
Overview 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 / Beneficios • 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 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, • stakeholder influence, • analytical mindset, • strategic thinking, • customer journey mapping, • omnichannel service design, • VoC analytics