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Customer Experience Director

1 week ago

Davao City, Davao, Philippines Flatworld Philippines Full time

About the Job

The Customer Experience Manager is a key member of our team, responsible for driving process improvements and automation initiatives that enhance operational efficiency and customer satisfaction. This role requires strong leadership and project management skills, as well as the ability to identify and execute strategic opportunities that drive revenue growth.

Responsibilities

  • Develop and execute client-focused Lean Six Sigma and automation initiatives, addressing specific client needs and operational inefficiencies.
  • Analyze client data to identify opportunities for process improvements and automation, and develop tailored solutions to address these challenges.
  • Collaborate with client-facing teams to drive operational growth, scaling process improvements and aligning CX resources with revenue thresholds.
  • Manage and coach a team of CX Specialists to ensure the successful execution of Lean Six Sigma projects, focusing on tactical solutions that enhance operational efficiency and customer experience.
  • Document, monitor, and report on CX projects, providing regular updates on progress, milestones, and outcomes to both clients and senior leadership.

Requirements

  • Proven experience in leading process improvement projects focused on operational efficiency, cost savings, and revenue growth at the client level.
  • Experience in system deployment and operational maintenance (e.g., RPA, QMS, LMS) with a focus on delivering client-centric solutions.
  • Strong knowledge of customer experience metrics such as NPS or CSAT, and how these metrics can be improved through process optimization.