Senior Manager Customer Experience

Fusionconnect

Remote
Remote
Customer journey mapping
Data collection and analysis
Cross-functional stakeholder alignment
Fusion Connect is seeking a Senior Manager of Customer Experience to lead strategic process transformation and enhance customer journeys across various business lines. The ideal candidate will possess strong analytical and project management skills and have extensive experience in customer experience strategies

Job Summary

  • Responsible for providing leadership and management of strategic process transformation efforts across all business lines for the Customer Experience segment.
  • Drive the process to identify and correct gaps in the customer experience and influence stakeholders to develop actionable plans.
  • Establish a framework to ensure every employee understands how they impact the customer experience and establish operations and governance for customer experience.

Matching Summary

Match Score: 85

Fusion Connect is seeking a Senior Manager of Customer Experience to lead strategic process transformation and enhance customer journeys across various business lines. The ideal candidate will possess strong analytical and project management skills and have extensive experience in customer experience strategies.

Skills & Requirements

Must-have

  • Customer journey mapping
  • Data collection and analysis
  • Cross-functional stakeholder alignment
  • Voice of the Customer gap analysis
  • Customer experience metrics establishment

Nice-to-have

  • Championing the customer
  • Employee impact on customer experience
  • Best practices and guidance delivery

Key Requirements

  • 7+ years experience in customer experience strategies
  • Bachelor's Degree
  • Strong process management experience
  • Advanced analytics in Excel

Work Rights

Not specified

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