Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to shape end‑to‑end journeys and ensure the customer’s voice influences decisions across Flanker Brands. You will collaborate with Product, IT, and Customer Service teams to streamline processes, lead user acceptance testing, and deliver outstanding experiences.

Key responsibilities

• Map, analyse and improve customer journeys, identifying gaps and defining requirements.
• Document processes, create training materials and support agent enablement.
• Act as the primary liaison for Customer Service topics, bridging business and technical teams.
• Lead User Acceptance Testing (UAT) and validate solutions before launch.
• Champion the customer perspective and drive continuous experience enhancements.

Required profile

• Minimum 5 years of experience in Business Analysis, Process or Project Management (telecom experience a plus).
• Proven ability to work with Agile or Waterfall methodologies.
• Strong customer focus with a mindset for process improvement.
• Excellent communication, problem‑solving and collaboration skills.

Required skills

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

What we offer

• Opportunity to impact customer experience across a growing brand.
• Work in a dynamic, cross‑functional team.
• Shape innovative processes and solutions.