Operations Manager
EXL
full-time
Posted on:
Location Type: Hybrid
Location: Iloilo • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Highly experienced Customer Experience (CX) Design Manager to lead and shape our customer experience strategy.
- Manage a team of CX designers and work closely with senior stakeholders to develop and execute strategies that enhance customer satisfaction and drive business success.
- Be responsible for overseeing the design and optimization of customer journeys, ensuring that every interaction is seamless and aligned with our business objectives.
Requirements
- Bachelor Degree in relevant field with 6- 8 years of relevant experience
- Lead and manage the CX design team, providing strategic direction, mentorship, and support to drive exceptional customer experiences.
- Develop and implement a comprehensive customer experience strategy that aligns with organizational goals and enhances user satisfaction across all touchpoints.
- Oversee the creation and optimization of customer journey maps, personas, and experience frameworks to guide design and business decisions.
- Collaborate with senior leadership, product managers, UX/UI designers, and marketing teams to align CX initiatives with broader business objectives.
- Conduct advanced user research and analysis to gather insights into customer needs, behaviors, and pain points, translating these insights into actionable design improvements.
- Lead the design and execution of A/B testing, usability studies, and other experiments to validate design decisions and measure their impact on customer experience.
- Develop and manage key performance indicators (KPIs) for customer experience, regularly reporting on progress and recommending improvements based on data and feedback.
- Ensure that all customer experience designs meet industry standards for accessibility, usability, and best practices.
- Foster a culture of innovation and continuous improvement within the CX design team, encouraging creative problem-solving and collaboration.
- Stay abreast of industry trends, emerging technologies, and best practices in customer experience design to ensure that our approach remains cutting-edge and effective.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience strategycustomer journey mappinguser researchA/B testingusability studieskey performance indicatorsexperience frameworksdata analysisdesign optimizationmentorship
Soft skills
leadershipcollaborationstrategic directioninnovationproblem-solvingcommunicationteam managementcreativityadaptabilitystakeholder engagement
Certifications
Bachelor Degree