Customer Experience Manager (f/m/d) 80-100%

Join us in the top league!

We're the leading challenger in the Swiss telecoms market and we're listed on the Swiss Stock Exchange SIX. With more than five million subscribers, Sunrise provides leading mobile, landline, Internet and entertainment services. We boast a dynamic and international work environment. Future-oriented ways of working and workplaces make us one of the most attractive employers in the Swiss market. Join our team and help shape the digital future with us.

Make the most of your talent: Get to know Sunrise right here !

Join Our Team as a Customer Experience Manager! Are you passionate about enhancing customer satisfaction and driving excellence? In this pivotal role, you will elevate our customer experience by mapping the end-to-end journey, redesigning and implementing innovative processes, ensuring operational readiness, and spreading the customer's voice within our organization. Apply now and be part of our Customer Journey Excellence team, as part of Sunrise Flanker Brands!

Tasks:

• Define Requirements: Utilize Agile or Waterfall methodologies to map user journeys, identify journey gaps, define project requirements, and lead operational readiness initiatives. 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 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

Requirements:

• Minimum of 3 years of experience in Business Analysis or Process/Project Management, preferably in the telecommunications or a similar industry
• Experience with Agile/ Waterfall work methodology
• Strong focus on customer experience and process improvement with a digital-first mindset
• Analytical thinker with a can-do attitude and hands-on approach, flexible to accommodate evolving business needs
• Flexibility to adapt to directional changes and manage shifting priorities to ensure project success
• Excellent communication, storytelling, interpersonal, teamwork, and organizational skills, along with exceptional soft skills to address both technical and business concerns effectively
• Fluent in English; German would be a big plus

At Sunrise, you will work in a dynamic and international environment where every voice is heard, perspectives are shared, and values are respected. We are an equal opportunity employer, with a diverse workforce, which is part of the success of our business. Sunrise has partnered with «Advance Gender Equality in Business», is a recipient of the Swiss LGBTI-Label and is certified with the «Fair-ON-Pay Advanced» for providing equal pay for work of equal value to women and men.

In addition to our new «FlexWork» working model, we offer you above-average social benefits and attractive product advantages from the Sunrise range.

Seize this opportunity to join us on our journey to actively help shape our future!

Information for agencies: Application dossiers sent or uploaded by placement agencies, or the like are not desired and will therefore not be considered and deleted.

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