CX Product Manager
1 week ago
Location: BGC, Taguig
Working set-up: Hybrid (2x WFH per week)
Working schedule: Monday to Friday (Dayshift)
We're looking for:
- Degree in Operations, Analytics, Marketing, Statistics, Economics, or a related field
- In-depth knowledge of Customer Experience (CX)
- In-depth knowledge of Insighting
- Proficiency in CX Research
- Strong communication, leadership, analytical thinking, and problem-solving skills
You'll be responsible for the following:
- Defining and executing the product roadmap for customer support channels.
- Identifying opportunities for channel optimization and automation to reduce manual processing and improve efficiency.
- Developing business cases and cost-benefit analyses for proposed support initiatives.
- Collaborating with the delivery team to implement new capabilities and improve existing ones.
- Conducting research and gathering customer feedback to inform product development and enhancements.
- Monitoring and analyzing key performance indicators (KPIs) to assess the effectiveness of support channels and identify areas for improvement.
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