Job DescriptionWe are seeking a detail-oriented Customer Experience Manager to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.ResponsibilitiesSTRATEGIC Lead CX transformation and implementation across selected business units, driving cultural and structural improvements that elevate customer-centricity. Develop and execute the strategy and roadmap, ensuring alignment with business priorities and measurable outcomes.OPERATIONAL Establish and enhance customer feedback mechanisms - including surveys, mystery shopping, and customer interviews - to capture actionable insights Analyse and interpret Voice of Customer (VoC) data to identify key pain points, opportunities, and trends, and communicate findings effectively to leadership. Partner with business leaders and frontline teams to embed CX practices and ensure continuous improvement based on customer insights. Develop CX dashboards and KPIs, track progress, and ensure accountability for improving customer satisfaction, NPS, and experience metricsPEOPLE MANAGEMENT Collaborate with CX analyst, stakeholders, and cross-functional teams to understand business objectives and customer experience challenges. Work closely with technology and operations teams to implement digital solutions that improve customer journeys and experience efficiency.PRODUCT / PROCESS IMPROVEMENT Improve end to end journey map, customer insight analysis, and process improvement based on the insights from customers.QualificationsBachelors Degree in Computer Science & Engineering or similar disciplinesCertified in CX and Data AnalysisSkills Strong analytical skills with experience using data analytics and visualization tools (e.g., Excel, Power BI) Proven experience in journey mapping, customer insight analysis, and process improvement. Excellent communication and presentation skills with the ability to influence stakeholders and translate insights into business actions. Demonstrated success in leading cross-functional projects and fostering a customer-centric culture. Knowledge of Agile methodologies and project management principles is an advantage. Familiarity with CX measurement frameworks (e.g., NPS, CSAT, CES) and CX technology platforms is preferred Strong customer focus and commitment to deliver and drive excellence Resilience, positive mindset, and ability to work under pressure