Customer Experience Manager

Position: Customer Experience Manager 80–100% (fixed-term, 9 months)
Location: Zürich

Customer Experience Manager 80–100% (fixed-term, 9 months) page is loaded## Customer Experience Manager 80–100% (fixed-term, 9 months) remote type:
Standard Hybrid Modellocations:
Zurich time type:
Full time posted on:
Posted Todayjob requisition :
REQ
** 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.**#Challengers Wanted
** 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.
#LI-ST1

Sunrise aims to connect people, champion innovation and accelerate digital life. With roughly 2,600 employees (FTE) from around 80 countries, we’re a unique combination of entrepreneurial spirit and high-profile company. As an employer of choice, we offer equal opportunities to a diverse workforce, boosting engagement and performance through future-oriented ways of working.
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