Experience Manager

• The Experience Manager leads experience-driven transformation by leveraging analytics and user insights to prioritize, design, and deliver service and tooling improvements aligned to business outcomes.

Qualification

• 6-10 years in service management, analytics, or transformation roles.
• Strong analytical and data interpretation capabilities.
• Experience with ServiceNow, analytics platforms, or experience tools.
• Ability to translate insights into executable outcomes.
• Required experience administering CCaaS/contact center platforms (Vonage, Genesys, Five9, NICE CXone, Amazon Connect, etc.).
• Experience with IVR design, call routing, queue management, platform integrations, reporting, and vendor management strongly preferred.
• Drive experience-led innovation aligned to business goals.
• Translate operational data and user feedback into prioritized initiatives.
• Apply analytics (XLA) to identify trends and opportunities.
• Facilitate structured improvement and innovation workshops.
• Partner with technology teams to deliver tooling enhancements.Govern execution through centralized experience management processes.
• Identify and move work from L2 teams and other resolver groups into Self Service and L1.

Requirements

• Drive experience-led innovation aligned to business goals.
• Translate operational data and user feedback into prioritized initiatives.
• Apply analytics (XLA) to identify trends and opportunities.
• Facilitate structured improvement and innovation workshops.
• Partner with technology teams to deliver tooling enhancements.
• Govern execution through centralized experience management processes.
• Identify and move work from L2 teams and other resolver groups into Self Service and L1.

Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.