Customer Experience Manager – B2B

The Customer Experience Business Partner will be responsible for collaborating withthe business to design, develop, and implement customer strategies and initiatives aimed at improving customer experiences. This role will focus on enhancing customer satisfaction, loyalty, and retention through strategic planning and execution.

Responsibilities:
Strategic Planning and Execution:

• Develop and implement a comprehensive customer experience strategy that aligns with the business unit's overall objectives.
• Collaborate with cross-functional teams to ensure strategic alignment and integration of customer experience initiatives.
• Identify emerging trends and technologies in customer experience to inform strategic planning.

Program Integration and Management:

• Oversee the integration of customer experience programs
• Ensure that all programs are aligned with the business unit's customer experience goals and deliver measurable outcomes.
• Monitor and evaluate the effectiveness of customer experience programs, providing recommendations for enhancements.

Stakeholder Engagement and Communication:

• Build and maintain strong relationships with internal and external stakeholders to facilitate collaboration and support for customer experience initiatives.
• Communicate the customer experience vision and strategy across CXM.

Performance Reporting:

• Provide regular reports and insights on the progress and outcomes of customer experience initiatives.

Qualifications:

• Must have Bachelor's degree in Communications, Business, Customer Experience, Operations, Marketing, or any related degree
• At least 2 to 4 years of relevant experience in content, knowledge management, process documentation, customer support content, CX, or related work. Must have managerial experience.
• Fintech or similar industries
• Experience in B2B after sales support, or customer service/BPO operations is highly preferred
• Strong understanding of customer support and CX
• In-depth knowledge on data analytics
• Familiarity with generative AI tools, chatbot playbooks, internal knowledge bases, and self-service support content is preferred
• Skills and Functional Competencies: Leadership, Stakeholder management, and Analytical thinking