Customer Experience Service Management Manager

Customer Experience & Service Management Manager

• Leading and driving initiatives related to the company's Customer Experience strategy.
• Driving Voice of Customers initiatives and providing senior leadership with customer feedback, data, and insights
• Enhancing the overall customer experience across all touchpoints
• Collaborating with cross-functional teams and leadership to prioritize and address customer pain points and opportunities
• Driving, monitoring, and engaging stakeholders to ensure the implementation of action plans that drive overall customer satisfaction
• Managing the development and implementation of a new unified service management tool
• Managing the overall service delivery operations across the service management platform to ensure compliance with SLAs and quality standards
• Identifying bottlenecks or issues in service delivery processes and implementing solutions for improvement
  

Requirements

• Bachelor's degree in business, management, or a related field.
• Proven experience in Customer Experience management, service delivery, or related roles, with minimum 8 years’ experience in a CX/ service management role in a well-established organization.
• Experience in Business management consultancy is preferred.
• Strong ability to work with external vendors/suppliers and play a pivotal cross-function role with Functions within GS.
• Knowledge of customer service tools, CRM systems, and service management platforms.
• Analytical mindset with the ability to use data-driven insights for decision-making.