Customer Experience Manager 80-100% (fixed-term, 9 months)

Sunrise GmbH recrute un(e) Customer Experience Manager 80-100% (fixed-term, 9 months) a Zürich.

Rejoignez Sunrise en tant que Customer Experience Manager ! Ce rôle valorise la collaboration et l'innovation.

Tâches

• Définir les exigences et cartographier les parcours utilisateurs.
• Analyser et créer la documentation pour les agents et les clients.
• Servir de point de contact pour les sujets de service client.

Compétences

• Minimum 3 ans d'expérience en analyse commerciale ou gestion de projet.
• Approche orientée client avec un esprit d'amélioration des processus.
• Excellentes compétences en communication et en organisation.

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.

Join Our Team as a Customer Experience Manager! Are you passionate about enhancing customer satisfaction and driving excellence? In this pivotal role, you will elevate our customer experience by mapping the end-to-end journey, redesigning and implementing innovative processes, ensuring operational readiness, and spreading the customer's voice within our organization. Apply now and be part of our Customer Journey Excellence team, as part of Flanker Brands organization!

YOUR CHALLENGE:

• Define Requirements: Utilize Agile or Waterfall methodologies to map user journeys, identify journey gaps, define project requirements, and lead operational readiness. Translate complex information into clear, written requirements for both technical and non-technical audiences
• Documentation and Analysis: Review, analyze, and create detailed documentation for business rules and work instructions for our agents. Collaborate with key stakeholders to refine agent training and customer's communication. Create business cases and deep data analysis to identify customer's needs and measure the post go live effect of our activities
• Customer Service SPOC: Serve as the primary contact for Customer Service topics, offering guidance on requirement coverage, processes, and customer experience impacts. Facilitate, negotiate, and mediate between technical and business teams to ensure decisions, enhance customer satisfaction and operational efficiency
• Customer Advocacy: Represent the customer's voice within Flanker Brands to continuously improve customer satisfaction
• Cross-Functional Collaboration: Work closely with core team members, including Product Managers, Business PMs, IT PMs, trainers, developers, and testers
• Go live Support: Lead User Acceptance Testing (UAT) and business validations to ensure solutions meet business needs and customer expectations

YOUR SKILLS:

• At least 3 years of experience in Business Analysis or Process/Project Management, preferably within telecommunications
• Experience working with Agile and/or Waterfall methodologies
• Strong focus on customer experience and process improvement with a digital-first mindset
• Analytical thinker with a proactive, solution-oriented approach and the ability to adapt to changing business needs
• Ability to manage shifting priorities and adapt to evolving directions
• Excellent communication, storytelling, interpersonal, teamwork, and organizational skills, with the ability to engage both technical and business audiences effectively

At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together.

Sunrise has partnered with «Advance - Gender Equality in Business». We've also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.

Ready to rise to the challenge? Then join the team and actively shape our future!

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Information for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.

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