Strategic Programme Manager - Customer Experience

Tech Mahindra; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Tech Mahindra is seeking a Program Manager, Digital Content & Self-Serve CX to join the Customer Experience team for a fintech engagement. You will design, scale, and improve digital customer experiences across help content, self-service journeys, and CX programs, leading through influence with cross-functional teams.

You’ll work to optimize help center strategy, education content, community, and digital experiences, using AI and automation to reduce friction and improve outcomes at scale.

Qualificações

• Experience leading CX or digital content programs and self-serve initiatives.
• Strong ability to translate customer insights into improvements.
• Proven track record coordinating across product, engineering, support, and success.
• Demonstrated ability to drive AI and automation for self-service where applicable.

Responsabilidades

• Own and drive programs across digital content and self-service CX.
• Lead improvements to the help center experience and content quality.
• Define and execute digital content strategy for onboarding, FAQs, and education content.
• Build self-serve customer journeys to reduce effort and improve outcomes.
• Partner with cross-functional teams to launch AI-powered self-serve solutions.
• Analyze content usage and feedback to prioritize improvements and measure impact.
• Coordinate CX programs across content, education, support, onboarding and community.
• Establish governance and reporting for digital self-service performance.

Conhecimentos

Program management

Customer Experience

Cross-functional collaboration

Performance metrics

Content strategy

Ferramentas

Zendesk

Salesforce

Gainsight

Power BI

Tableau

Jira/Asana

Chatbot AI

Descrição da oferta de emprego

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

About the role:

We’re looking for a Program Manager, Digital Content & Self-Serve CX to join our Customer Experience team for our fintech engagement. In this role, you’ll help design, scale, and improve the digital customer experience across help content, help center strategy, community, education content, self-service journeys, and CX programs that reduce friction and improve customer outcomes.

This role is ideal for someone who understands that great customer experience is not only delivered by people, but also through clear content, intuitive self-help, smart automation, and scalable digital experiences. You will act as an individual contributor with no direct reports, but you will be expected to lead through influence, cross-functional coordination, and strong program ownership.

You should bring prior Customer Experience and a strong point of view on how digital content, self-service, AI, and automation can work together to improve customer outcomes, reduce effort, and support scale.

Who you’ll be working with and reporting to

You’ll report to the Delivery Head of the engagement and work closely with teams across Support, Customer Success, Onboarding, Product, Product Operations, Engineering, Marketing, Data, and RevOps.

Our team is highly collaborative and focused on improving the end-to-end customer experience through better journeys, stronger content, scalable self-service, and smarter operating models. You’ll partner with stakeholders across the business to ensure customers can find answers faster, solve more on their own, and have a more seamless digital experience.

What you’ll be doing

As a Program Manager, Digital Content & Self-Serve CX, you will:

• Own and drive programs across digital content and self-service CX including help center strategy, knowledge content, education content, customer community, and self-help journeys.
• Lead improvements to the help center experience by identifying content gaps, structural issues, search friction, and opportunities to improve findability, usefulness, and resolution.
• Drive digital content strategy across customer education, support content, onboarding guidance, FAQs, and scalable knowledge experiences that help customers achieve outcomes faster.
• Build and improve self-serve customer journeys that reduce customer effort, improve issue resolution, and support stronger time-to-value.
• Partner with cross-functional teams to launch AI and automated self-serve solutions including intelligent guidance, workflow automation, chatbot experiences, content recommendations, and other digital support mechanisms.
• Use customer insight and operational data to prioritize improvements by analyzing content usage, deflection opportunities, search behavior, case drivers, friction points, and customer feedback.
• Coordinate CX programs tied to digital experience improvement across content, education, support, onboarding, and community.
• Establish measurement and reporting for digital self-service performance including adoption, engagement, content usefulness, containment, search success, case avoidance, and customer effort.
• Drive governance and content quality standards to ensure self-service experiences stay accurate, current, useful, and aligned to product and customer needs.
• Partner with Product, Support, and CX leaders to ensure digital self-service is treated as a strategic lever for customer experience, scale, and operational efficiency.

To put things into context

In this role, you can expect to work on priorities such as:

• improving help center structure, content quality, and search experience
• building a stronger digital education and self-help strategy
• expanding scalable onboarding and product education content
• strengthening customer community engagement and value
• identifying self-service gaps that create avoidable support demand
• introducing AI and automation into self-serve experiences
• improving how digital content supports customer success and support outcomes
• connecting content and self-service performance to broader CX priorities

You can expect to work across a tech environment that includes help center and knowledge tools, CRM, support tooling, community platforms, customer education tools, AI and automation solutions, BI/reporting tools, workflow tools, and collaboration platforms.

Examples: Zendesk or similar, Salesforce, Gainsight or similar, learning/content platforms, chatbot and AI tools, Looker/Tableau/Power BI, Jira/Asana, and Slack.

What you bring

You’ll thrive in this role if you have:

• Program management experience in Customer Experience, Digital CX, Content Operations, Support Operations, Customer Education, Knowledge Management, or a similar function.
• Prior Customer Experience experience with a strong understanding of how digital touchpoints impact customer effort, satisfaction, resolution, and outcomes.
• Experience leading or supporting help center, self-service, knowledge, education content, or community programs in a SaaS, fintech, or digital environment.
• Experience driving AI and automated solutions for self-service including chatbot optimisation, intelligent content experiences, automated workflows, or related digital support capabilities.
• A structured, analytical mindset with the ability to identify friction, prioritise improvements, and translate insight into action.
• Strong cross-functional collaboration skills and the ability to work effectively with Product, Engineering, Support, Success, Marketing, and Data teams.
• Strong written communication and content judgment with the ability to improve clarity, usefulness, and consistency across customer-facing content.
• Experience with reporting and performance metrics related to digital content, self-service, search, case drivers, content engagement, or customer effort.
• Strong execution skills with the ability to manage multiple workstreams and move initiatives forward without direct authority.
• A builder mentality with energy for improving systems, content, journeys, and self-service experiences in a scaling environment.

Nice to have

• Experience with knowledge management, help center platforms, or content operations
• Experience with customer education programs, academies, or learning content
• Familiarity with community strategy and customer engagement programs
• Exposure to journey mapping, service design, automation strategy, or conversational AI
• Experience in fintech, spend management, B2B SaaS, or digital product environments

Success in this role looks like

• Help center and self-service experiences are easier to use, easier to trust, and more effective.
• Customers can find answers faster and solve more on their own.
• Education content is more aligned to customer needs and lifecycle moments.
• AI and automated self-serve solutions are implemented in practical ways that improve experience and reduce friction.
• Content gaps, search issues, and recurring case drivers are more visible and better prioritized.
• Digital content and self-service become stronger contributors to CX quality, scale, and operational efficiency.

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.