Senior Manager, Customer Experience

• Develop and implement regional CX strategies aligned with business goals with local twist when it makes sense.
• Champion a customer-centric culture across all levels of the organization.
• Stay informed on CX trends and best practices, integrating relevant innovations.

• Lead the design and execution of customer feedback programs.
• Analyze data from NPS, CSAT, and other metrics to identify improvement areas.
• Present actionable insights to senior leadership through dashboards and reports.

• Oversee the deployment and optimization of CX platforms and tools.
• Ensure proper configuration, integration, and user training in collaboration with IT.
• Monitor tool performance and recommend enhancements as needed.

• Establish and maintain a robust complaints management framework.
• Oversee resolution of escalated issues, ensuring timely and satisfactory outcomes.
• Track and analyze complaints data to identify systemic issues and drive improvements.

• Serve as a key CX representative in client meetings and reviews.
• Gather direct client feedback to inform service improvements.
• Build strong relationships with strategic partners to enhance satisfaction and loyalty.

• Work closely with Operations, other Transformation teams (Business Excellence, Quality & Training, Digital & Onboarding) and Business Development to align CX initiatives.
• Support training programs that reinforce service excellence and customer empathy.
• Work closely with internal stakeholders to align CX initiatives with business goals.

• Manage, coach team, and foster a culture of customer obsession, innovation, and accountability
• Act as a regional CX ambassador, sharing best practices and success stories across markets.

• Degree with minimum 10 years of experience in customer experience roles.
• Spent at least 4 years in a leadership role and exposure to working in a fast pace organization
• Proven leadership in multicultural and regional environments.
• Strong analytical skills and experience with CX metrics and reporting.
• Proficiency in CX tools (e.g., CRM, feedback platforms, analytics dashboards).
• Excellent communication and stakeholder management skills.
• Experience in client-facing roles, with the ability to build trust and credibility.
• Preferably experience in the insurance, assistance, or service industries.
• Familiarity with East Asian markets and customer behavior.

Sinergia