Customer Experience Improvement Manager
About the role
We are seeking a Customer Experience Improvement Manager (CX Improvement Manager) to lead the end-to-end implementation and optimisation of high-impact customer experience initiatives. This newly created role will build upon our existing quality audit and failure demand analysis and translate them into proactive, systemic initiatives that address root causes and prevent recurring customer friction.
The (CX Improvement Manager) will identify the root causes of both reasons that drive users to seek help (i.e. contact our Customer Service teams) and also reasons for customer dissatisfaction (DSAT). Using these insights the role holder will partner cross-functionally with CS, Quality, Operations, Product and Tech teams to project-manage operational solutions - such as proactive incident communications, automated surge protocols, improvements to our AI Virtual Assistant and social media engagement playbooks.
If you are a data-driven operations specialist who thrives on solving systemic friction, building scalable workflows, and directly moving CX metrics, this role is for you.
What you'll be doing
- Strategic Program & Project Management
Execute High-Impact CX Initiatives: Project-manage core quality programs
30-60-90 Day Impact Roadma
