Customer Experience Manager (Fixed-Term, 9 months)

About the role

Sunrise is looking for a Customer Experience Manager to join the Customer Journey Excellence team for a 9‑month fixed‑term contract. You will be responsible for mapping the end‑to‑end customer journey, redesigning processes, and ensuring operational readiness while championing the customer’s voice across the organization.

Key responsibilities

• Use Agile or Waterfall methodologies to map user journeys, identify gaps, define requirements and lead operational readiness.
• Create and maintain detailed documentation of business rules, work instructions and training material for agents.
• Develop business cases and conduct data analysis to measure post‑go‑live impact.
• Act as the primary point of contact for Customer Service topics, mediating between technical and business teams.
• Represent the customer’s perspective within Flanker Brands to drive continuous improvement.
• Collaborate with product managers, IT PMs, trainers, developers and testers.
• Lead User Acceptance Testing (UAT) and business validations to ensure solutions meet expectations.

Required profile

• Minimum 3 years of experience in Business Analysis or Process/Project Management, preferably in telecommunications.
• Hands‑on experience with Agile and/or Waterfall project methodologies.
• Strong focus on customer experience and digital‑first process improvement.
• Analytical, solution‑oriented mindset with the ability to adapt to changing business needs.
• Excellent communication and storytelling skills for both technical and non‑technical audiences.

Required skills

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

What we offer

• Dynamic, multinational work environment where every voice is heard.
• Opportunity to influence customer experience strategy in a leading telecom brand.
• Fixed‑term contract with potential for future collaboration.