Customer experience manager Jobs in Uster

In this role, you will help translate the organisation's customer experience strategy into practical initiatives and tangible improvements for customers and business teams. Working across regions and functions, you will support the design, delivery and scaling of customer-centric solutions that drive measurable business and customer outcomes.

You will collaborate with business units, customer teams and technology partners to identify opportunities, optimise customer journeys and promote customer experience best practices across the organisation. Success will be measured through contributions to growth, customer loyalty, operational efficiency and the adoption of customer-centric standards.

Key Responsibilities

Customer Insight & Analysis

• Leverage customer research, journey analytics and business data to support the development of personas, customer journeys and experience improvement opportunities across key touchpoints.

Customer Journey Improvement

• Partner with business units to enhance customer experiences across critical journeys by identifying pain points, developing recommendations, supporting roadmap planning and tracking progress against customer and business objectives.
• Support the execution of the organisation's customer experience strategy, translating strategic priorities into actionable initiatives and customer-focused improvements.

Solution Delivery

• Collaborate with UX/UI designers, service designers, product teams and technology partners to deliver customer-centric solutions aligned with defined customer experience standards.
• Contribute to the development of digital experience strategies through customer research, stakeholder engagement, workshops and the definition of future experience requirements, capabilities and success metrics.

Platforms & Enablers

• Support the coordination of customer experience capabilities across digital platforms, including CRM, analytics, experimentation, accessibility and AI-driven solutions, based on business priorities.

Stakeholder Collaboration

• Build strong relationships with customer teams, technology functions, business stakeholders and external partners to support the successful delivery of customer experience initiatives and transformation programmes.

• Bachelor's or master's degree in design, digital, marketing, business or a related field.
• Around 3 years of relevant experience in customer experience, service design, digital product or consulting. Exposure to international or multi-market environments is a plus.
• Experience contributing to customer journey or digital experience work, having been
• part of initiatives that moved from research through to delivery.
• Working knowledge of user research, journey mapping and design thinking, with familiarity with service design and human-centred design principles.
• Comfort working with data, using customer research, journey analytics and business metrics to frame problems and support recommendations.
• Business awareness, with an interest in connecting CX work to tangible business outcomes and the ability to explain why an initiative matters to non-CX stakeholders.
• Familiarity with digital experience platforms (content management, CRM, customer data, analytics and experimentation tooling). Understanding what these capabilities enable matters more than expertise in any specific vendor product.
• Strong collaboration and communication skills, able to work across departments (IT, marketing, local markets, business teams) and to explain complex topics clearly to both technical and non-technical audiences.
• A pragmatic, solution-oriented mindset, comfortable in a fast-moving environment with shifting priorities and willing to work outside established processes when needed.
• A learning mindset, keen to pick up new methods, tools and ways of working quickly.
• Fluent in English; other languages are an asset.

Nice to have:

• Experience in insurance, financial services or another regulated industry.
• Familiarity with accessibility standards (WCAG) and inclusive design practices.
• Exposure to AI-enabled customer experience use cases.
• Experience contributing to web or digital platform strategy work.

Interested?
I look forward to your application.