Job Description

As the Senior Manager Customer Care Experience, you will own the design, optimization, and continuous improvement of the end-to-end customer interaction layer across all channels, including voice, voice bots, email, self-service applications, chat, and omnichannel journeys.You will act as the key link between business and technology, translating customer insights and operational needs into clear business requirements, strategic technology requests, and scalable process designs. Working closely with Customer Care, Digital, IT, Product, and Operations teams, you will drive initiatives that enhance customer experience while ensuring operational excellence across global markets.

In this global role, you will drive digital channel performance, customer experience improvements, and innovation opportunities leveraging AI, automation, and emerging technologies.

More about the role :

• Own end-to-end customer journey design across all interaction channels, including voice, voice bots, email, chat, self-service, and mobile applications.
• Identify customer pain points and define future-state experiences based on VoC insights, analytics, and operational data.
• Drive innovation across customer interaction channels through digital capabilities, automation, and AI.
• Translate business needs into clear requirements and collaborate with Product, Technology, and external partners.
• Manage initiatives from requirement definition through implementation and adoption.
• Drive digital channel performance through improvements in adoption, containment, customer satisfaction, and operational efficiency.
• Monitor key customer experience KPIs including CSAT, FCR, digital adoption, and channel performance.
• Design and improve customer care processes, workflows, routing, and escalation models.
• Lead cross-functional transformation and continuous improvement initiatives.
• Manage customer experience projects, ensuring effective governance and successful delivery.
• Partner with Customer Care and Operations leadership to align priorities and execution.

More about you :

• Degree in Business Administration, Marketing, Communications, Project Management, or a related field.
• Strong experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Customer Journey Management.
• Expertise in customer journey mapping, omnichannel service design, and digital customer channels.
• Experience translating business needs into requirements, processes, and technology solutions.
• Strong project/program management skills with the ability to manage multiple initiatives.
• Experience driving digital transformation, automation, AI-enabled customer service, or self-service solutions.
• Strong analytical skills with experience using VoC insights, customer analytics, and operational KPIs.
• Excellent stakeholder management skills and ability to influence across global teams.
• Strong continuous improvement mindset and ability to operate in a matrix environment.
• Excellent communication skills and fluency in English.

Nice to have:

• Experience in hearing healthcare, medical device, or healthcare industries.
• Knowledge of Lean methodologies and Operational Excellence.
• Audiology knowledge.

More about what we offer

As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.