Summary from listing
The Manager, Customer Experience & Digital Self-Service Strategy owns the end-to-end redesign and delivery of priority customer journeys across IVR, chat, app, web, retail, care, and field. The role maps customer experiences, analyzes performance, simplifies journeys, coordinates cross-functional and vendor workstreams, manages project plans and risks, develops business cases, translates improvements into requirements and user stories, and supports digital, self-service, automation, and AI implementations. It requires 5–8 years of relevant experience, strong analytical and stakeholder-management skills, and preferably telecommunications or high-volume-service experience.
