Vacancy Description
Experience Management Expert
The Experience Management Expert is responsible for executing and managing the day‑to‑day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience.
Responsibilities
- Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions within the episode.
- Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journey friction points.
- Collaborate with Frontline & Support Teams – Work with call centers, retail, digital, and other customer‑facing teams to ensure consistent experience delivery.
- Ensure Omni‑Channel Consistency – Align experiences across digital, self‑service, and assisted channels for a seamless customer journey.
- Customer Journey Testing & Optimization – Participate in A/B testing, pilot...
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