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Communications Team Lead

1 week ago

Manila, National Capital Region, Philippines NICE Full time

NICE is an innovation powerhouse that excels in AI, cloud, and digital technologies.



We're seeking a skilled Manager, Customer Experience to join our dynamic Customer Experience (CX) team. As a key member of this team, you will drive the development, implementation, and monitoring of procedures to ensure exceptional customer communication.



Your Key Responsibilities:



  • Lead the planning, development, execution, and management of assigned customer communications content and projects.
  • Collaborate with technical resources to ensure accurate Service Notifications for their audience.
  • Establish and maintain a standard production process, meeting established SLAs and completing all steps required for high-quality delivery of assigned production projects.
  • Support other communication activities as needed.
  • Deliver high-quality content as assigned, including written or presentation materials.
  • Ensure communication meets customer expectations and aligns with the customer journey.
  • Develop KPIs, track progress, and communicate success throughout the organization.
  • Manage the Communications team and provide support where needed.
  • Act as a customer experience champion inside the organization, driving culture change by consulting with internal departments on their CX strategy and tactics.
  • Follow the company Code of Ethics and NICE policies and procedures.
  • Communicate effectively and professionally with customers in and outside of NICE.
  • Identify process gaps and develop, implement, and monitor procedures, including the appropriate training and reporting.
  • Analyze data, prepare reports, and present recommendations to executive management.