Senior Manager Customer Care Experience - Sonova

In this role you drive end-to-end customer interactions across channels, translating insights into scalable requirements and designs.

Todos los posibles candidatos deben leer con atención los siguientes detalles de este trabajo antes de presentar una candidatura.

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 modeltraining opportunitiesgrowth opportunitiesOwn end-to-end customer journey design across voice, bots, email, chat, self-service, and mobile appsTranslate VoC and analytics into clear requirements and scalable solutionsDrive digital channel performance, adoption, containment, CSAT, FCR, and operational efficiencyDesign and improve workflows, routing, and escalation modelsLead cross-functional transformation and continuous improvement initiativesManage customer experience projects from definition to adoptionPartner with Customer Care and Operations leadership to align priorities and executionCollaborate with Product, Technology, and external partners on tech-enabled solutionsMonitor and report on key CX KPIs and channel performanceOversee governance and successful delivery of CX initiativesExperience in Customer Experience, Customer Care, Service Design, Digital Experience, or Journey ManagementStrong project/program management skills across multiple xcskxlj initiativesAbility to translate business needs into processes and technology solutionsExperience driving digital transformation, automation, or AI-enabled servicesStrong analytical skills with VoC insights and operational KPIsExcellent stakeholder management and cross-cultural collaboration in a global contextFluency in English and excellent communication skillsAbility to operate in a matrix environment and lead cross-functional teamsanalytical mindsetstrategic thinkingVoC analytics
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