Customer Experience Manager

About the role

We are seeking a Customer Experience Manager for a leading telecommunications client based in Glattpark. You will act as the voice of the customer, driving improvements across end‑to‑end journeys and ensuring that solutions meet both business and customer expectations.

Key responsibilities

• Map end‑to‑end customer journeys and identify gaps using Agile or Waterfall methodologies.
• Redesign and implement innovative business processes to boost customer satisfaction.
• Document and analyse business rules, work instructions, and create business cases based on deep data analysis.
• Serve as the primary contact for Customer Service topics, supporting requirements, processes, and impact assessments.
• Represent the customer’s perspective across product, development, and testing teams.
• Lead User Acceptance Testing (UAT) and business validations to ensure solutions meet expectations.

Required profile

• Minimum 5 years of experience in Business Analysis or Process/Project Management, preferably within telecommunications.
• Proven experience with Agile and/or Waterfall methodologies.
• Strong focus on customer experience and process improvement with a digital‑first mindset.
• Excellent analytical abilities and the capacity to translate complex information into clear requirements.
• Fluent English communication skills.

Required skills

• Agile methodology
• Waterfall methodology
• Business analysis
• Data analysis
• User Acceptance Testing (UAT)