Senior Manager, Customer Experience

Get AI-powered advice on this job and more exclusive features. Are you a dynamic and passionate individual who thrives on creating extraordinary customer and partner experiences? We are seeking a highly motivated and experienced Senior Manager, Customer Experience (CX) to lead the development of our customer-centric culture and champion initiatives that make every interaction impactful, seamless, and memorable. In this role, you will not only design and enhance journeys but also influence cross-functional teams and drive innovations that elevate the overall experience to the next level. Responsibilities Journey Mapping & Insights Understand and deep-dive into customer and partner behaviours, needs, and expectations Lead and oversee journey mapping, interactions, and touchpoints to gain a holistic understanding of both customer and partner experiences Identify pain points in corporate client and partner journeys, alongside customer journeys, and recommend strategic and innovative solutions to improve them Facilitate customer, partners and stakeholder interviews to validate insights, uncover unmet needs, and ensure customer voices are integrated into CX design Provide actionable insights to support decision-making and prioritisation of initiatives Champion a pro-active, customer-first approach across the organisation to build and maintain positive experiences Collaborate with cross-functional teams to drive implementation of improvement initiatives and address potential challenges and resistance to change that may arise during the implementation Collaborate with Technology & Data team to identify, evaluate and implement customer-centric technologies and tools that enhance experience design and delivery Facilitate workshops and prototyping sessions to test, refine and skill new solutions Prepare and present reports to management, highlighting progress, insights and opportunities for improvement Lead ad-hoc projects, ensuring alignment with broader CX strategies and organisational goals Propose, test, and pilot new ideas and strategies to adapt to evolving customer and partner expectations and industry trends Bring forward CX innovations and best practices relevant to both consumer and enterprise experiences Contribute to the governance of CX standards, ensuring consistency, sustainability, and scalability across B2C and B2B initiatives Requirements Bachelor’s degree in any field or equivalent Minimum 6-8 years of experience in customer experience design and journey mapping or related role, preferably with a track record of leading CX strategies and initiatives in B2B and B2C contexts Hands-on experience in human-centred design or design thinking, including the facilitation of interviews, workshops, and prototyping sessions Strong leadership and influencing skills with the ability to engage and align cross-functional teams at all levels Excellent communication skills (written and verbal), with the ability to tailor presentations and reports for senior management and external stakeholders Strong organisational skills and the ability to manage multiple projects simultaneously Proficient in Microsoft Office and customer experience software applications (e.g. Salesforce, Qualtrics, PowerBI or equivalent) Demonstrated ability to interpret and uncover key insights, and translate them into actionable recommendations Proactive, resourceful, and adaptable in a dynamic work environment Strong problem-solving and critical thinking skills, with the ability to anticipate issues and propose solutions Passionate about service innovation, journey design, and building customer-first cultures Information If you are facing issues submitting your application through LinkedIn, please email us your resume at with the job title. Only shortlisted candidates will be notified. The level of appointment will depend on the qualifications and experience of the candidate. For more information on Kallang Alive Sport Management, refer to Seniority level Mid-Senior level Employment type Full-time Job function Business Development and Strategy/Planning Industries Spectator Sports, Recreational Facilities, and Entertainment Providers We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr