We are offering an exciting opportunity for an experienced and customer-focused professional to join a dynamic and innovative team as a Customer Experience Manager. This role is ideal for someone passionate about enhancing customer satisfaction, optimizing customer journeys, and driving operational excellence across the organization.
Our client is a leading company in the telecommunications industry, known for its customer-centric approach, innovative services, and collaborative working environment. The position is based in Zurich (Ambassador House) and is offered as a 100% workload. The assignment is scheduled to start ASAP, no later than mid-July 2026, with an initial duration of 9 months. This role is a maternity cover, with a possibility of extension depending on business needs.
Your Responsibilities
* Map and optimize end-to-end customer journeys, identifying pain points and opportunities for improvement
* Define business requirements using Agile and/or Waterfall methodologies and ensure successful operational readiness
* Translate complex business needs into clear and structured requirements for both technical and non-technical stakeholders
* Analyze existing processes and create detailed business documentation, including business rules and work instructions
* Collaborate with key stakeholders to improve agent training materials and customer communications
* Develop business cases and perform in-depth data analysis to identify customer needs and measure the impact of implemented initiatives
* Act as the main point of contact for Customer Service-related topics, providing guidance on processes, requirements, and customer experience implications
* Facilitate collaboration between business and technical teams to ensure effective decision-making and successful project delivery
* Champion the voice of the customer and drive initiatives that continuously improve customer satisfaction
* Work closely with Product Managers, Project Managers, IT teams, trainers, developers, and testers across the organization
* Lead User Acceptance Testing (UAT) and business validation activities to ensure solutions meet business objectives and customer expectations
Your Profile
* Minimum of 5 years of experience in Business Analysis, Process Management, or Project Management, ideally within the telecommunications sector
* Proven experience working with Agile and/or Waterfall project methodologiesStrong customer-centric mindset with a passion for customer experience and process improvement
* Analytical and solution-oriented personality with the ability to identify opportunities and drive improvements
* Ability to manage changing priorities and adapt to evolving business requirements
* Excellent communication, presentation, and storytelling skills
* Strong stakeholder management skills with the ability to engage and influence both business and technical audiences
* Highly organized team player with a proactive and hands-on approach
If you are passionate about customer experience and ready to make a meaningful impact, we look forward to receiving your application.
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