Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to lead the design and optimisation of end‑to‑end customer journeys for our Flanker Brands portfolio in Zurich. You will work closely with cross‑functional teams to translate customer insights into actionable processes, ensuring operational readiness and a digital‑first mindset.

Key responsibilities

• Map and analyse complete customer journeys using Agile and/or Waterfall approaches.
• Identify gaps, define project requirements and create clear documentation for technical and non‑technical audiences.
• Document business rules, processes and agent work instructions; partner with stakeholders to improve training and communication.
• Develop business cases, perform data analysis and measure post‑go‑live impact.
• Act as the single point of contact for Customer Service topics, guiding requirements and facilitating alignment between business and IT teams.
• Champion the voice of the customer across the organisation and drive continuous improvement initiatives.
• Lead User Acceptance Testing (UAT) and business validation to ensure solutions meet expectations.

Required profile

• 5+ years of experience in Business Analysis, Project Management or Process Management, preferably in telecommunications.
• Strong background in Agile and/or Waterfall methodologies.
• Proven track record of improving customer experience with a digital‑first focus.
• Excellent communication, storytelling and stakeholder‑management abilities.
• Ability to adapt to changing priorities and work collaboratively in a fast‑paced environment.

Required skills

• Agile methodology
• Waterfall methodology
• User Acceptance Testing (UAT)