Customer Experience Manager
2 weeks ago
Customer Experience Manager (CX)
Job Description
The ideal CX Manager is an experienced customer experience professional with a program/project management background, excellent communication skills, and deep empathy for our customer's everyday struggles and challenges. S/he will lead engagement activities including onboarding to the CX Program, defining, and measuring current state, identifying, and delivering opportunities that directly improve the customer experience. S/he has a unique point of view that brings out the best in the team and their partners, constantly advocating for the customer.
The CX Practitioner may support digital tools and/or operational process changes guiding delivery plans focused on accelerating adoption and usage. S/he should be familiar with voice of the customer metrics, process and journey mapping, persona creation, and solution design processes.
The responsibilities of a CX Practitioner include, but are not limited to:
Customer Experience (CX)- Onboard client's teams to the CX Program by conducting in-depth Customer Learning sessions, CX Maturity Assessments, and Voice of the Customer analysis.
- Design, conduct, and evaluate studies to identify key customer interactions that need attention or improvement, documenting requirements.
- Develop personas, journey maps, and other tools to lead teams through problem-solving of complex business and technical challenges that directly impact the customer experience.
- Analyze, quantify, and clearly articulate the value derived from program actions.
- Design new and innovative customer interactions and touchpoints to enhance and differentiate our customer experience.
- Prioritize, manage, and deliver people/process/technology initiatives that optimize the Customer Experience end-to-end and result in quantifiable CX metric improvements.
- Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL's position as a leader in Digital Workplace Services.
- Regularly communicate progress and opportunities to all levels of the organization using engaging and informative content.
- Effectively influence fellow leaders and team members to gain support for the CX Program with data and persuasion. Evangelize the Customer Experience mission and vision to all levels of the organization.
- Understand the challenges users face adapting to the new digital technologies, areas of improvement, and ways of working, to assess how these interactions and experiences can be improved.
- Conduct workshops, interviews, surveys, focus group studies, and other engaging activities across the customer's organization to collect and analyze user behavior data.
- Define and track adoption metrics across multiple initiatives in a program by analyzing tool usage data, monitoring end-user adoption, and devising adoption campaigns that include key learning objectives and change management activities.
- Implement change strategies and plans for multiple engagements that can cross-functional boundaries.
- Integrate change management with product management and influence successful mitigation strategies with integrating best practices, change management efforts, and interacting with key stakeholders to enable communication efforts.
- Define Experience plans and drive programs across multiple teams.
- Implement new experience strategies and plans for multiple engagements that extend cross-functional boundaries.
- Define and track metrics across multiple initiatives in a program by analyzing data, monitoring experience metrics, devising experience campaigns that include key learning objectives and driving brand loyalty.
Requirements:
- Bachelor's degree in business administration, Management Information Systems, Information Sciences, Engineering, Computer Science, or a related field.
- 3-7+ years of progressive experience in Service Delivery, Operations Management, or Customer Support.
- Strong program management experience including strategic planning, organization, execution, and follow-through.
- Strong data gathering and analytical skills which translate to action for improvement.
- Good presentation skills to build and share inspiring visual stories and use cases.
- Strong collaboration and influencing interpersonally, at all levels, to build alignment and drive closure on issues and results.
- Ability to adapt and change with the needs of the organization and business.
- Understanding of digital workplace solutions that enable collaboration, communication, and knowledge sharing.
- Recent experience as part of a Customer Experience organization preferred.
-
Customer Experience Manager
1 week ago
Taguig, National Capital Region, Philippines Genpact Services LLC Full timeAbout the OpportunityWe are looking for a Customer Experience Manager to lead our Life Science operations team. In this role, you will optimize customer experience for Genpact Clients and work closely with the F&A management team to drive performance, continuous improvement, and meet customer expectations.Main ResponsibilitiesDevelop and implement strategies...
-
Customer Experience Manager
2 weeks ago
Taguig, National Capital Region, Philippines Michael Page Full timeJob DescriptionThe role of the Customer Experience Manager is to lead and manage a customer service team, responsible for delivering exceptional customer experiences across various channels. Key responsibilities include handling customer inquiries, resolving complaints, and implementing customer service policies and procedures.A successful candidate will...
-
Customer Experience Manager
4 days ago
Taguig, National Capital Region, Philippines Globe Telecom, Inc. Full timeGlobe Telecom, Inc. is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle.Job DescriptionWe are seeking a highly skilled Customer Experience Manager to lead our overall engagement with the growing Postpaid customer base.The ideal candidate will ensure monthly engagement growth through rewards, Globe...
-
Customer Experience Manager
5 days ago
Taguig, National Capital Region, Philippines GCash Full timeWe're looking for a Customer Experience Manager to join our team at GCash. As a key member of our operations team, you'll play a critical role in delivering exceptional customer experiences through process and experience excellence.You'll collaborate with Technology Tribes and Solutions Designers in an agile setup to design downtime triggers that minimize...
-
Customer Experience Manager
1 week ago
Taguig, National Capital Region, Philippines Sutherland Full timeWe are a global company with 60 locations across 19 countries, serving 8 industries. Our head office is located in Rochester, New York, USA, and we offer a wide range of benefits to our employees. If you are a Customer Success Manager looking for a global career, we invite you to apply for this exciting opportunity.Job Overview:We are seeking a skilled...
-
Customer Experience Manager
2 weeks ago
Taguig, National Capital Region, Philippines Sutherland Full timeJob OverviewAt Sutherland, we are seeking a results-driven individual to join our team as a Customer Experience Manager. As a key member of our organization, you will be responsible for collecting and analyzing customer feedback, ensuring compliance with key initiatives, and building a positive experience for our clients.About the RoleThis is an exceptional...
-
Customer Experience Manager
3 weeks ago
Taguig, National Capital Region, Philippines TapTalent Full timeWe're Hiring: Guest Experience ManagerWe are seeking a dedicated and proactive Guest Experience Manager to elevate our customer service standards and ensure an exceptional experience for all guests. The ideal candidate will possess strong leadership skills, a passion for hospitality, and the ability to implement innovative solutions that enhance guest...
-
Customer Experience Manager
3 weeks ago
Taguig, National Capital Region, Philippines EastWest Bank Full timeAbout the JobLocations: BGC, TaguigCorporate Title: Assistant ManagerWork Arrangement: HybridThe Customer Experience team is looking for experienced professionals to join us in Makati with the role of Customer Experience Manager (Metrics and Insights).In this role, you'll work with data from diverse sources, collaborate with talented colleagues, and help...
-
Customer Experience Manager
2 weeks ago
Taguig, National Capital Region, Philippines Smartpark Systems Solutions, Incorporated Full timeSmartpark Systems Solutions, Incorporated is a leader in parking management services. We are seeking a highly skilled Senior Customer Experience Associate to join our team.The role involves managing front desk operations, including answering calls, welcoming visitors, handling tenant inquiries, and processing mails and documents. It also ensures the office...
-
Customer Experience Manager
5 days ago
Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full timeWe are looking for an experienced Team Lead to join our team at TASQ Staffing Solutions. As a key member of our team, you will be responsible for supervising a team of CSR associates and ensuring that they meet their targets.Job DescriptionEffectively manage teams including tasks such as resource planning, career planning, performance management, attrition...
-
Sr. Manager- Customer Experience
4 weeks ago
Taguig, National Capital Region, Philippines Sutherland Full timeCompany DescriptionSutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youJob DescriptionCustomer Experience Sr....
-
Sr. Manager- Customer Experience
2 weeks ago
Taguig, National Capital Region, Philippines Sutherland Global Full timeCompany Description:Sutherland is seeking an organized and reliable person to join us as a Customer Experience Manager. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you Job Description:Customer Experience Sr....
-
Customer Experience Manager
3 days ago
Taguig, National Capital Region, Philippines Willis Towers Watson Full timeThe Job OverviewThis Senior Service Representative role involves leading a team of customer service representatives, providing guidance and support to ensure exceptional customer experiences. The successful candidate will have a proven track record of success in similar roles, with a passion for delivering outstanding service.
-
IT Project Manager
1 week ago
Taguig, National Capital Region, Philippines Hunter's Hub Inc. Full timeCompany OverviewHunter's Hub Inc. is a forward-thinking company that prioritizes innovation and customer satisfaction.Job Title: IT Project Manager - Customer ExperienceWe are seeking an experienced IT Project Manager to lead our customer experience initiatives. The successful candidate will have a proven track record of driving collaboration, effective...
-
Customer Experience Manager Lead
5 days ago
Taguig, National Capital Region, Philippines GCash Full timeJob DescriptionWe are seeking a skilled CX Process Manager to lead our efforts in delivering exceptional customer experiences across various channels. As a key member of our team, you will be responsible for driving process improvements, identifying opportunities for efficiency gains, and implementing innovative solutions that enhance our customers'...
-
Frontline Manager
24 hours ago
Taguig, National Capital Region, Philippines beBee Careers Full timeJob SummaryThe Senior Customer Service Representative will be responsible for providing high-quality customer support to our customers. This role will involve working closely with other teams to resolve customer issues and developing and implementing processes to improve team performance.Key ResponsibilitiesProvide high-quality customer supportWork closely...
-
Operations Manager
2 weeks ago
Taguig, National Capital Region, Philippines Selectcare Philippines Inc Full timeAbout the RoleThe Senior Customer Support Coordinator will play a critical role in ensuring that customer complaints and inquiries are resolved efficiently and effectively. This position requires strong communication and problem-solving skills, as well as the ability to work collaboratively with the customer service team.Key ResponsibilitiesCustomer...
-
Customer Success Representative
1 week ago
Taguig, National Capital Region, Philippines WHG Customer Services Philippines, Inc. Full timeAbout the roleWe're looking for a motivated and goal-oriented Outbound Customer Success Representative to join our growing outbound team. In this role, you'll be responsible for making outbound calls to customers, gaining their feedback on William Hill UK, helping to solve any issues, and sharing information around any of our exciting products and services...
-
Head of Customer Experience Management
2 weeks ago
Taguig, National Capital Region, Philippines Michael Page Full timeAbout Our ClientWe are a leading life insurance provider in the Philippines, dedicated to offering life, health, and investment-linked insurance products.Key ResponsibilitiesWe develop comprehensive strategies and operating plans, aligning necessary resources and tools with organisational goals.We lead strategic leadership initiatives, influencing strategy...
-
Customer Experience Manager
3 days ago
Taguig, National Capital Region, Philippines Citigroup Full timeKey ResponsibilitiesProcess Improvement: Identify areas for improvement in business processes and develop recommendations for changes that can increase efficiency, reduce costs, and enhance customer experience.Quality Control: Conduct regular audits to ensure that business processes are being followed as intended and make recommendations for...
