Senior Manager Customer Care Experience - Sonova

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

In this role you drive end-to-end customer interactions across channels, translating insights into scalable requirements and designs. You collaborate with cross-functional teams to optimize journeys, implement AI-enabled improvements, and ensure operational excellence in global markets. You’ll lead transformation initiatives that elevate customer experience and channel performance. This position offers impact at scale within a leading hearing care provider, with a focus on modern digital capabilities and continuous improvement.

• flexible hybrid working model
• training opportunities
• growth opportunities
• Own end-to-end customer journey design across voice, bots, email, chat, self-service, and mobile apps
• Translate VoC and analytics into clear requirements and scalable solutions
• Drive digital channel performance, adoption, containment, CSAT, FCR, and operational efficiency
• Design and improve workflows, routing, and escalation models
• Lead cross-functional transformation and continuous improvement initiatives
• Manage customer experience projects from definition to adoption
• Partner with Customer Care and Operations leadership to align priorities and execution
• Collaborate with Product, Technology, and external partners on tech-enabled solutions
• Monitor and report on key CX KPIs and channel performance
• Oversee governance and successful delivery of CX initiatives
• Experience in Customer Experience, Customer Care, Service Design, Digital Experience, or Journey Management
• Strong project/program management skills across multiple initiatives
• Ability to translate business needs into processes and technology solutions
• Experience driving digital transformation, automation, or AI-enabled services
• Strong analytical skills with VoC insights and operational KPIs
• Excellent stakeholder management and cross-cultural collaboration in a global context
• Fluency in English and excellent communication skills
• Ability to operate in a matrix environment and lead cross-functional teams
• analytical mindset
• strategic thinking
• VoC analytics