Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to join a leading telecommunications client in Zurich. The role starts in mid‑July 2026 (or earlier) and runs for nine months, combining on‑site and remote work in a hybrid model.

Key responsibilities

• Map user journeys using Agile or Waterfall methods, identify gaps, define requirements and lead operational readiness.
• Translate complex information into clear written requirements for technical and non‑technical audiences.
• Create detailed documentation of business rules and work instructions for agents.
• Collaborate with stakeholders to refine agent training and customer communications.
• Develop business cases, conduct deep data analysis, and measure post‑go‑live impact.
• Serve as primary contact for Customer Service topics, guiding requirement coverage and process improvements.
• Facilitate negotiation between technical and business teams to enhance satisfaction and efficiency.
• Represent the customer’s voice within Flanker Brands to drive continuous improvement.
• Lead User Acceptance Testing (UAT) and business validations.

Required profile

• Minimum 5 years of experience in Business Analysis or Process/Project Management, preferably in telecommunications.
• Proven experience with Agile and/or Waterfall methodologies.
• Strong focus on customer experience and digital‑first process improvement.
• Analytical, solution‑oriented mindset with ability to adapt to changing business needs.
• Excellent communication and interpersonal skills for engaging both technical and business audiences.

Required skills

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