Customer Experience Lead

We are looking for a seasoned Customer Experience & Operations professional to drive CX initiatives, operational excellence, and data-driven decision-making.

What can you expect?

• Exposure to cutting-edge operational management practices, VOC methods (NPS, Client Satisfaction), and BI technologies.
• Interaction with senior leadership, including Regional and Group COOs.
• Hands-on experience in data mapping, insights generation, and operational efficiency improvements.
• Map operational data (volume, quality, capacity, timeliness, customer measures).
• Provide insights for COOs/Operations to drive better decisions.
• Identify improvement areas and coach teams on best practices.
  

What you need to have:

• Proven leadership in

  Customer Experience (CX)

  with expertise on

  Qualtrics platform

  .
• Strong knowledge of

  Continuous Improvement (Lean, Six Sigma, VOC)

  .
• Technical skills in

  automation, Python, data analysis, and visualization tools

  .
• Strategic thinking, problem-solving, and stakeholder management experience.
• Strong

  project management skills

  with ability to manage multiple initiatives.
• Customer-first mindset and change management expertise.
  

Good to have:

• Proficiency with Qualtrics, dashboards, and large data sets.
• Strong understanding of operational metrics and usability.