CX Transformation Lead - Digital Channels

Sonova; Alicante; Híbrido; EUR 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hybrid work

Training opportunities

Growth opportunities

Descripción de la vacante

Sonova in Alicante, Spain, is seeking a senior CX leader to steer end-to-end customer interactions and drive digital transformations at scale. You will collaborate with Product, Technology, and Operations to redesign journeys and deliver AI-enabled solutions with measurable CX improvements.

The role emphasizes stakeholder management, strategic thinking, and strong analytical skills in a matrix, global context, with hybrid working arrangements and growth opportunities.

Formación

• Experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Journey Management.
• Strong project/program management across multiple initiatives.
• Ability to translate business needs into processes and technology solutions.
• Experience driving digital transformation, automation, or AI-enabled services.

Responsabilidades

• Own end-to-end customer journey design across channels including voice, bots, email, chat, and mobile apps.
• Translate VoC and analytics into clear requirements and scalable solutions.
• Drive digital channel performance, CSAT, FCR, and operational efficiency.
• Design workflows, routing, and escalation models.
• Lead cross-functional transformation and continuous improvement initiatives.

Conocimientos

End-to-end design

VoC analytics

Stakeholder management

Cross-functional collaboration

Project management

Strategic thinking

Analytical mindset

English fluency

Matrix leadership

Descripción del empleo

Sonova in Alicante, Spain, is seeking a senior CX leader to steer end-to-end customer interactions and drive digital transformations at scale. You will collaborate with Product, Technology, and Operations to redesign journeys and deliver AI-enabled solutions with measurable CX improvements.

The role emphasizes stakeholder management, strategic thinking, and strong analytical skills in a matrix, global context, with hybrid working arrangements and growth opportunities.