Senior Manager, Customer Experience & Journey Excellence

Elitez Pte Ltd; Jakarta Timur; On-site; IDR 279,000,000 - 669,600,000; Full time

Job summary

Elitez Pte Ltd is seeking a Senior Customer Experience Manager to lead a high-performing team and shape end-to-end customer journeys across all touchpoints. You will collaborate with multiple departments, design strategies, and continuously optimize processes to boost satisfaction and loyalty.

Banking-like customer-facing insights and strong communication are highly valued. The role requires a minimum of 5 years in a Senior CX leadership position, with proven ability to implement journey

Qualifications

• Minimum 5 years of experience in a Senior Manager-level Customer Experience role or a similar position.
• Proven experience in developing and implementing customer journey strategies and service improvement initiatives.
• Strong understanding of face-to-face customer service operations, customer engagement, and service excellence.
• Experience in designing customer journeys that improve convenience, speed, accessibility, and overall customer satisfaction.

Responsibilities

• Collaborate with cross-functional departments to ensure a consistent and seamless customer experience across all touchpoints.
• Manage, lead, and develop a high-performing customer service team to deliver outstanding experiences.
• Develop and implement customer experience strategies, policies, and processes to enhance satisfaction and loyalty.
• Design and develop comprehensive customer journey frameworks from initial interaction to service completion.
• Evaluate and optimize service processes, layouts, payment systems, and workflows for efficiency.
• Monitor feedback and metrics to identify improvements and implement effective solutions.
• Identify and implement new technologies and tools to streamline operations and enhance experience.
• Drive continuous improvement initiatives to ensure service excellence and consistency.
• Report customer experience strategies and performance to the Director of Operations.

Skills

Customer experience strategy

Leadership

Stakeholder management

Communication

Education

Bachelor's degree

Job description

Elitez Pte Ltd is seeking a Senior Customer Experience Manager to lead a high-performing team and shape end-to-end customer journeys across all touchpoints. You will collaborate with multiple departments, design strategies, and continuously optimize processes to boost satisfaction and loyalty.

Banking-like customer-facing insights and strong communication are highly valued. The role requires a minimum of 5 years in a Senior CX leadership position, with proven ability to implement journey