Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to lead and enhance every interaction our members have with the organization. The role focuses on designing, implementing and continuously improving the customer journey across all channels to increase satisfaction, loyalty and retention.

Key responsibilities

• Lead operational excellence initiatives that remove barriers and improve the overall customer experience.
• Develop and prioritize the unit’s work plan based on business needs and member insights.
• Implement and optimise CX frameworks across phone, surveys, social media, walk‑ins and other touchpoints.
• Collect, analyse and translate Voice of the Customer feedback into actionable improvements.
• Monitor and report on CX KPIs such as NPS, satisfaction, first‑contact resolution and retention.
• Identify service gaps, create integrated action plans and resolve pain points throughout the member lifecycle.
• Collaborate with internal teams to innovate processes, tools and channels that impact CX.
• Educate internal stakeholders on CX best practices and represent the unit in external forums.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Operations Management or a related field.
• Minimum five (5) years of experience in customer relations, operations or service‑center environments, preferably within the healthcare insurance industry.
• At least two (2) years of supervisory experience.
• Proven ability to analyse data, develop action plans and drive measurable improvements in customer satisfaction.

Required skills