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Senior Manager, Customer Journey Management is responsible for driving customer-centric transformation by leading the organization's Customer Journey Management (CJM) and Voice of Customer (VOC) strategies. The role is accountable for designing, governing and continuously improving end-to-end customer journeys by leveraging customer insights, feedback and data analytics to deliver seamless & consistent customer journeys with focus on becoming the leading operator through best-in-class CEX.

Reporting to the Head of Customer Journey Management, the jobholder will lead the development and execution of CJM Mapping and VOC programs, measurement methodologies and performance KPIs. The jobholder will drive business to prioritize strategic decisions focusing on revenue as well as customer experience. 

Customer Experience (CX) & Journey Mapping:

• Deep understanding of customer journey mapping methodologies.
• Monitor Customer Journey Scores, Customer Sentiment reports, and identify areas of impact.
• Drive end-to-end customer journey governance by identifying customer experience gaps from Experience Testing and delivering continuous journey improvements across products, channels and all customer touchpoints.
• Develop structured journey-impact and customer-concerns measurement approaches to identify, score and prioritize customer experience and overall journey performance.

Voice of Customer (VoC) & Analytics:

• Strong expertise in Voice of Customer (VOC) practices, governance and customer feedback management.
• Strong understanding of Customer Service operations, processes and key performance drivers, with the ability to connect operational issues and customer interactions to VOC insights.
• Strong experience in analyzing Customer Feedback Score (CFS), NPS, CSAT and Customer Sentiment to identify customer insights and improvement opportunities.
• Understanding of customer research methodologies, survey design, sampling, questionnaire development and insight generation.

Stakeholder Management & Program Governance:

• Advocate and work closely with cross-functional stakeholders constructively to ensure significant customer experience issues are appropriately prioritized, with clear ownership, agreed timelines, implementation follow-through and measurable outcomes.
• Establish governance forums such as CJ and VOC Forums to monitor journey performance and VOC action plans.

Executive Communication:

• Experience in developing executive dashboards and performance reports.
• Strong presentation skills with the ability to communicate insights, recommendations and key messages clearly and confidently to senior management and stakeholders.

Action & Results-Oriented

• Agile mindset with a readiness to jump into new tasks as needs arise. Proactively handles ad-hoc projects and shifting operational tasks to meet departmental goals.
• Strong delegation and workload management skills with team members and disciplined in managing day-to-day administrative responsibilities.
• Perform other duties as assigned by the supervisor.

• Master's degree preferably in Business Administration, Marketing or a related discipline
• Good communication and presentation skills with proficiency in English language

Experience

• Minimum of 5-8 years of relevant experience in Customer Experience (CX), Customer Journey Management (CJM), Voice of Customer (VOC), Telecom Product Management or Customer Service Operations, within the telecommunications industry
• Strong understanding of the telecommunications business lifecycle, digital ecosystem and customer lifecycle management.
• Knowledge of process improvement methodologies such as Lean, Six Sigma or equivalent continuous improvement frameworks is an advantage.
• Strong PowerPoint and presentation development skills, with the ability to conceptualize ideas, develop compelling storylines and create professional, management-ready presentations from scratch
• Excellent communication, facilitation and interpersonal skills with strong proficiency in English.
• Ability to manage multiple priorities, make informed decisions and perform effectively in a fast-paced environment.
• Highly organized with exceptional attention to detail and effective time management skills.
• Passionate about innovation, digital transformation and delivering exceptional customer experiences.