Customer Experience Manager – Technology Integration

Role Objective

We are looking for a Customer Experience professional with strong technology orientation

to design and deliver immersive, tech-enabled customer journeys across digital, pre-site,

and on-site touchpoints.

This role will define Customer experience processes, identify market-ready technology

solutions, and integrate them with CRM and sales systems to improve customer

engagement, decision-making, and conversions.

The role acts as the CX business owner for technology adoption—working closely with

marketing, sales, IT, and external vendors—not as a product builder or developer.

Key Responsibilities

Customer Experience Design

 Own and design end-to-end customer journeys across digital, pre-site, site visit, and

sales stages

 Map customer touchpoints and define CX frameworks, SOPs, and engagement flows

 Identify moments where technology can simplify choices and enhance clarity for

premium buyers

Technology Integration (Market-Ready Tools)

 Identify, evaluate, and integrate AI tools, chatbots, CRM, Martech, VR/AR, and sales

enablement platforms

 Ensure seamless integration with CRM and lead management systems

 Collaborate with internal teams and vendors for smooth implementation and

scalability

Chatbot-Led Pre-Site Engagement

 Design chatbot journeys for lead qualification, project discovery, appointment

booking, and pre-visit readiness

 Optimize flows to improve lead quality, visit preparedness, and conversion rates

Vendor & Stakeholder Management

 Onboard and manage technology vendors and solution partners

 Own scope, timelines, commercials, and performance metrics

 Act as the bridge between vendors, CX goals, and business teams

Business & Marketing Alignment

 Align CX initiatives with marketing, sales, and brand experience objectives

 Track CX metrics such as engagement, dwell time, lead-to-visit conversion, and

feedback

 Support experience centres, launches, and digital campaigns with tech-enabled CX

solutions

Ideal Candidate Profile

Experience

 4–6 years in Customer Experience, Martech, CRM, Digital Marketing, IT Solutions, or

CX Transformation

 Experience integrating third-party / market-ready technology tools

 Background in SaaS, IT services, digital agencies, Martech, or CX consulting preferred

Skills

 Strong customer journey mapping & CX process design capability

 High technology fluency (AI tools, chatbots, CRM, marketing automation, analytics)

 Ability to evaluate tools for CX impact, usability, and business value

 Vendor management, negotiation, and stakeholder coordination

 Solid understanding of lead funnels, conversion metrics, and customer behaviour

What This Role Is / Is Not

✔ Designs CX processes and engagement frameworks

✔ Integrates existing market-ready tech solutions

✔ Owns CX technology adoption from a business lens

✘ Does not build products or write code

✘ Does not own core IT infrastructure development