For our customer located in Zurich/Switzerland we are currently looking for a: Customer Experience Manager (m/f/d)
At our client, the largest private telecoms company in Switzerland, you will work in a dynamic and international environment where every voice is heard, perspectives are shared, and values are respected. They are an equal opportunity employer, with a diverse workforce, which adds to their success. They have partnered with Advance Gender Equality in Business, are a recipient of the Swiss LGBTI-Label and are certified with the Fair-ON-Pay Advanced for providing equal pay for work of equal value to all genders.
Join Our Team as a Customer Experience Manager! Are you passionate about enhancing customer satisfaction and driving excellence? In this pivotal role, you will elevate our customer experience by mapping the end-to-end journey, redesigning and implementing innovative processes, ensuring operational readiness, and spreading the customer’s voice within our organization. Apply now and be part of our Customer Journey Excellence team, as part of Flanker Brands organization!
Tasks & Responsibilities
Define Requirements: Utilize Agile or Waterfall methodologies to map user journeys, identify journey gaps, define project requirements, and lead operational readiness. Translate complex information into clear, written requirements for both technical and non-technical audiences
Documentation and Analysis: Review, analyze, and create detailed documentation for business rules and work instructions for our agents. Collaborate with key stakeholders to refine agent training and customer’s communication. Create business cases and deep data analysis to identify customer’s needs and measure the post go live effect of our activities
Customer Service SPOC: Serve as the primary contact for Customer Service topics, offering guidance on requirement coverage, processes, and customer experience impacts. Facilitate, negotiate, and mediate between technical and business teams to ensure decisions, enhance customer satisfaction and operational efficiency
Customer Advocacy: Represent the customer’s voice within Flanker Brands to continuously improve customer satisfaction
Cross-Functional Collaboration: Work closely with core team members, including Product Managers, Business PMs, IT PMs, trainers, developers, and testers
Go live Support: Lead User Acceptance Testing (UAT) and business validations to ensure solutions meet business needs and customer expectations
Must Haves
At least 5 years of experience in Business Analysis or Process/Project Management, preferably within telecommunications
Experience working with Agile and/or Waterfall methodologies
Strong focus on customer experience and process improvement with a digital-first mindset
Analytical thinker with a proactive, solution-oriented approach and the ability to adapt to changing business needs
Ability to manage shifting priorities and adapt to evolving directions
Excellent communication, storytelling, interpersonal, teamwork, and organizational skills, with the ability to engage both technical and business audiences effectively
Did we catch your interest?
The SimplyVision-Team is looking forward to receive your application (Word file is highly appreciated).
Kindly be informed that our customer is located in Switzerland. Therefore only applications from candidates within the EU or candidates holding Swiss work permission are required.
