Senior Manager Customer Care Experience
hace 20 horas
Alicante
ppAs the bSenior Manager Customer Care Experience /b, you will own the design, optimization, and continuous improvement of the end-to-end customer interaction layer across all channels, including voice, voice bots, email, self-service applications, chat, and omnichannel journeys. You will act as the key link between business and technology, translating customer insights and operational needs into clear business requirements, strategic technology requests, and scalable process designs. Working closely with Customer Care, Digital, IT, Product, and Operations teams, you will drive initiatives that enhance customer experience while ensuring operational excellence across global markets. /ppIn this global role, you will drive digital channel performance, customer experience improvements, and innovation opportunities leveraging AI, automation, and emerging technologies. /ph3More about the role : /h3ulliOwn end-to-end customer journey design across all interaction channels, including voice, voice bots, email, chat, self-service, and mobile applications. /liliIdentify customer pain points and define future-state experiences based on VoC insights, analytics, and operational data. /liliDrive innovation across customer interaction channels through digital capabilities, automation, and AI. /liliTranslate business needs into clear requirements and collaborate with Product, Technology, and external partners. /liliManage initiatives from requirement definition through implementation and adoption. /liliDrive digital channel performance through improvements in adoption, containment, customer satisfaction, and operational efficiency. /liliMonitor key customer experience KPIs including CSAT, FCR, digital adoption, and channel performance. /liliDesign and improve customer care processes, workflows, routing, and escalation models. /liliLead cross-functional transformation and continuous improvement initiatives. /liliManage customer experience projects, ensuring effective governance and successful delivery. /liliPartner with Customer Care and Operations leadership to align priorities and execution. /li /ulh3More about you : /h3ulliDegree in Business Administration, Marketing, Communications, Project Management, or a related field. /liliStrong experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Customer Journey Management. /liliExpertise in customer journey mapping, omnichannel service design, and digital customer channels. /liliExperience translating business needs into requirements, processes, and technology solutions. /liliStrong project/program management skills with the ability to manage multiple initiatives. /liliExperience driving digital transformation, automation, AI-enabled customer service, or self-service solutions. /liliStrong analytical skills with experience using VoC insights, customer analytics, and operational KPIs. /liliExcellent stakeholder management skills and ability to influence across global teams. /liliStrong continuous improvement mindset and ability to operate in a matrix environment. /liliExcellent communication skills and fluency in English. /li /ulh3Nice to have: /h3ulliExperience in hearing healthcare, medical device, or healthcare industries. /liliKnowledge of Lean methodologies and Operational Excellence. /liliAudiology knowledge. /li /ulh3More About What We Offer /h3pAs one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans. /ph3Sonova is an equal opportunity employer. /h3pWe team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status. /p /p #J-18808-Ljbffr