Customer Experience ManagerExpiring Soon!

• Design, implement and continuously improve customer experience strategies across all touchpoints
• Develop and manage customer journey mapping processes to identify areas for enhancement
• Align customer experience strategies with business goals, ensuring a holistic approach across teams
• Lead the collection and analysis of customer feedback, surveys and insights from various channels (social media, reviews, direct feedback)
• Utilize data analytics tools to measure customer behaviours and identify trends, patterns and areas for improvement
• Conduct qualitative and quantitative research (focus groups, customer interviews, surveys)
• Identify pain points in the customer journey and collaborate with cross-functional teams to implement corrective measures
• Develop and implement processes to enhance customer interactions, ensuring consistency and quality at every stage
• Work closely with marketing, sales, product and customer support teams to ensure alignment on customer experience goals and initiatives
• Provide actionable insights to product teams, helping shape offerings based on customer preferences and needs
• Track and report on key customer experience metrics, offering strategic insights to senior leadership
• Monitor the consistency, accuracy and quality of insights and customer experience programs
• Ensure regulatory compliance in execution of duties and adherence to Movit Group and in-country policies and procedures

Qualifications & Experience:

• Bachelor's degree in Business Administration, Marketing, Communications or a related field; Master's degree in Business, Marketing or a related field is a plus
• 7+ years of experience in customer experience management, customer insights or a related role

Skills & Competencies:

• Data analytics and customer research skills
• Customer journey mapping and optimization
• Cross-functional collaboration and consulting
• Strategic reporting and continuous improvement
• Knowledge of industry trends and emerging CX technologies