Senior Manager, Customer Experience (CX) - Remote

Overview

Sinch is looking for a Senior Manager, Customer Experience (CX) to lead and drive our Customer Experience and Voice of Customer initiatives. In this role, you will be responsible for enhancing the customer experience through strategic collaboration, structured program management, issue resolution, and executive communication.

In Short

• Lead Customer Experience and Voice of Customer initiatives.
• Enhance customer experience through collaboration and program management.
• Identify and address customer pain points proactively.
• Create scalable solutions and automate feedback loops.
• Deliver insights to product teams for long-term success.
• Evangelize customer experience insights across teams.
• Analyze customer feedback processes for efficiency.
• Utilize NLP tools for customer sentiment analysis.
• Drive process improvements with product and technology teams.
• Promote a Customer-First Culture.

Requirements

• Experience in customer experience management.
• Strong analytical skills and data-driven decision making.
• Excellent communication and collaboration skills.
• Familiarity with Voice of Customer principles.
• Ability to manage dashboards and track customer experience metrics.
• Experience with NLP tools is a plus.
• Ability to travel occasionally (10-15%).

Benefits

• Opportunity to lead impactful customer experience initiatives.
• Collaborate with senior leadership and cross-functional teams.
• Work in a customer-centric culture.
• Access to professional development opportunities.
• Contribute to the first official year of the program.