Customer Experience Manager

About the role

The Customer Experience Manager will lead initiatives that enhance the overall customer journey, satisfaction, engagement and loyalty across all touch‑points. This role combines analysis of feedback and behavioural data with the design of practical improvements to ensure consistent, positive experiences.

Key responsibilities

• Map and review end‑to‑end customer journeys, identifying pain points across digital platforms, service channels, sales processes and other interactions.
• Collect and analyse feedback from surveys, reviews, support tickets, complaints and interviews to uncover trends and recurring issues.
• Develop and present recommendations that improve satisfaction, convenience, accessibility and overall service quality.
• Define, track and report on experience metrics such as CSAT, NPS, CES, retention, churn and customer effort.
• Create and maintain journey maps, service guidelines, feedback processes and improvement initiatives.
• Collaborate with customer service, sales, marketing, product, operations and technology teams to embed the customer perspective into business processes.
• Facilitate workshops, cross‑functional projects and communication strategies that support loyalty programmes, service recovery and digital experience enhancements.

Required profile

• Bachelor’s degree or equivalent in Business Administration, Marketing, Customer Experience, Communications, Hospitality, Psychology, Management or a related field.
• Strong understanding of customer experience principles, journey management and service quality.
• Analytical mindset with the ability to translate feedback and behavioural data into actionable insights.
• Excellent communication, stakeholder‑management and leadership abilities.
• Empathetic, organised and capable of driving improvement projects across multiple departments.

Required skills

• Familiarity with customer experience metrics such as CSAT, NPS, CES, retention, churn and customer lifetime value.
• Ability to analyse surveys, reviews, complaints and support interactions.