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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading complex CX transformation programs, focusing on end-to-end process redesign and customer-centric solutions. Proficient in applying design thinking and managing CX metrics to enhance customer satisfaction and operational efficiency.
Highest-signal resume keywords
CX Transformation LeadershipEnd-To-End Process RedesignDesign Thinking ExpertiseLean Six Sigma (Black Belt Preferred)Program And Portfolio Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CX Metrics AnalysisJourney MappingService BlueprintingGovernance Framework EstablishmentOperating Model Definition
Soft Skills
Effective CommunicationCross-Functional CollaborationAccountability
Tools & Technologies
CRM SystemsSAP Systems
Certifications & Qualifications
Lean Six Sigma Black Belt (Preferred)
Industry Keywords
Customer ExperienceCustomer ServiceTransformation ProgramsCX KPIsCustomer-Centric Design
About the role
Key responsibilities & impact- Lead complex, multi-workstream CX transformation programs across regions and functions
- Define program scope, objectives, milestones, dependencies, and success measures
- Establish governance frameworks to ensure effective execution and accountability
- Redesign end-to-end CX service models, processes, and workflows across Customer Service and Technical Support
- Define scalable operating models integrating process, technology, organization design, and governance
- Re-architect roles, policies, and handoffs to improve performance and customer experience
- Apply design thinking, journey mapping, and service blueprinting to create customer-centric solutions
- Reduce customer effort and enhance customer satisfaction metrics
- Evaluate existing CX programs, processes, and service models to identify structural gaps and opportunities
- Deliver transformation programs within scope, timeline, and impact targets
- Improve CX KPIs, including FPY, CES, CSAT, CCR, and VOC Hub Score
- Drive VOC Closed Loop effectiveness and execution cadence
- Ensure adoption and scalability of new CX operating models
Requirements
What you’ll need- Bachelor’s degree in Business, Engineering, Operations, or related field
- Significant experience in Customer Experience, Customer Service, or related domains
- Proven experience leading large-scale transformation programs across cross-functional environments
- Strong background in program and portfolio management
- Strong expertise in CX transformation and end-to-end process redesign
- Advanced knowledge of design thinking, journey mapping, and customer-centric design
- Lean Six Sigma expertise (Black Belt preferred or in progress)
- Familiarity with CX metrics (FPY, CES, CSAT, CCR, VOC Hub Score)
- Understanding of CRM/SAP systems and Customer Service workflows
- English proficiency; any other language is a plus
Benefits
Comp & perks- Competitive Salary
- 25 vacation days per year, plus extra days off for life's special events
- Meal vouchers
- Flexible benefits basket with monthly budget allocated, including medical insurance, life insurance, pension, vacation/cultural/fuel vouchers
- Medical Insurance Plan paid by the company
- Recognition & referral bonus programs
- Comprehensive induction, ongoing training and development
- In-house and external learning platforms (Udemy)
- Work experience opportunities to help grow your career
- Global employee networks
- Employee Assistance Program
- Free days and financial support in case of unfortunate events
- Family financial aids
- Access Integrity line
- Frequent Employee Engagement activities
- Reasonable accommodation for individuals with disabilities