Senior Manager Customer Care Experience - Sonova
Sonova • Alicante, Comunidad Valenciana, Spain
Hace 11 días
Descripción del trabajo
In this role you drive end-to-end customer interactions across channels, translating insights into scalable requirements and designs. You collaborate with cross-functional teams to optimize journeys, implement AI-enabled improvements, and ensure operational excellence in global markets. You’ll lead transformation initiatives that elevate customer experience and channel performance. This position offers impact at scale within a leading hearing care provider, with a focus on modern digital capabilities and continuous improvement.
- flexible hybrid working model
- training opportunities
- growth opportunities
- Own end-to-end customer journey design across voice, bots, email, chat, self-service, and mobile apps
- Translate VoC and analytics into clear requirements and scalable solutions
- Drive digital channel performance, adoption, containment, CSAT, FCR, and operational efficiency
- Design and improve workflows, routing, and escalation models
- Lead cross-functional transformation and continuous improvement initiatives
- Manage customer experience projects from definition to adoption
- Partner with Customer Care and Operations leadership to align priorities and execution
- Collaborate with Product, Technology, and external partners on tech-enabled solutions
- Monitor and report on key CX KPIs and channel performance
- Oversee governance and successful delivery of CX initiatives
- Experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Journey Management
- Strong project/program management skills across multiple initiatives
- Ability to translate business needs into processes and technology solutions
- Experience driving digital transformation, automation, or AI-enabled services
- Strong analytical skills with VoC insights and operational KPIs
- Excellent stakeholder management and cross-cultural collaboration in a global context
- Fluency in English and excellent communication skills
- Ability to operate in a matrix environment and lead cross-functional teams
- analytical mindset
- strategic thinking
- VoC analytics
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