CX Manager

Job Overview:

As the CX Manager, you will be responsible for shaping and optimizing the customer experience across all touchpoints. You will lead initiatives to understand customer needs, enhance their journey, and ensure alignment with our business goals.

Responsibilities and Duties:

• Customer Insights: Conduct regular customer feedback sessions, surveys, and data analysis to understand user needs and pain points.

• Journey Mapping: Develop and maintain customer journey maps to identify opportunities for improvement.

• Strategy Development: Create and implement strategies to enhance customer satisfaction and loyalty.

• Cross-Functional Collaboration: Work closely with product, marketing, and support teams to ensure a seamless customer experience.

• Performance Metrics: Define and track key performance indicators (KPIs) to measure customer satisfaction and experience success.

• Training and Development: Lead training programs to enhance customer service skills across the organization.

• Innovation: Stay updated on industry trends and best practices to continually enhance our CX initiatives.

Qualifications:

• Bachelor’s degree in business, Marketing, or a related field.

• Proven experience in customer experience management, preferably in the fintech, banking or telecommunication sectors.

• Strong analytical skills with a data-driven approach.

• Excellent communication and interpersonal skills.

• Ability to work collaboratively in a fast-paced startup environment.