SuisseCo specializes in the international recruitment and placement of highly qualified specialists in Switzerland. We support our clients in the implementation of their projects and guarantee quick and flexible solutions of the highest quality.
For one of our clients in the telco industry we are currently looking for a Customer Experience Manager
- Start: Mid of July 2026 (or earlier)
- Duration: 9 months
- Location: Zurich (hybrid)
Key Responsibilities
* Utilize Agile or Waterfall methodologies to map user journeys, identify journey gaps, define project requirements, and lead operational readiness. Translate complex information into clear, written requirements for both technical and non-technical audiences
* Review, analyze, and create detailed documentation for business rules and work instructions for our agents. Collaborate with key stakeholders to refine agent training and customer's communication. Create business cases and deep data analysis to identify customer's needs and measure the post go live effect of our activities
* Serve as the primary contact for Customer Service topics, offering guidance on requirement coverage, processes, and customer experience impacts. Facilitate, negotiate, and mediate between technical and business teams to ensure decisions, enhance customer satisfaction and operational efficiency
* Represent the customer's voice within Flanker Brands to continuously improve customer satisfaction
* Work closely with core team members, including Product Managers, Business PMs, IT PMs, trainers, developers, and testers
* Lead User Acceptance Testing (UAT) and business validations to ensure solutions meet business needs and customer expectations
Required Skills & Qualifications
* At least 5 years of experience in Business Analysis or Process/Project Management, preferably within telecommunications
* Experience working with Agile and/or Waterfall methodologies
* Strong focus on customer experience and process improvement with a digital-first mindset
* Analytical thinker with a proactive, solution-oriented approach and the ability to adapt to changing business needs
* Ability to manage shifting priorities and adapt to evolving directions
* Excellent communication, storytelling, interpersonal, teamwork, and organizational skills, with the ability to engage both technical and business audiences effectively
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