Manager - Digital Customer Experience

Manager - Digital Customer Experience Job Purpose The role owns the digital-first customer experience strategy across app, chatbot, and IVA channels, ensuring seamless self-service. It accelerates AI transformation by scaling automation and improving digital CSAT/CES. The role drives hyper-personalized digital CX and AI-assisted agent capabilities, working cross-functionally to ensure initiatives move from concept to production with clear governance and measurable business value. The Job Strategy and Roadmap Leadership: Lead the digital-first CX strategy and develop a multi-year roadmap for app, chatbot, and IVA experiences, ensuring alignment with target-state customer journeys and service design standards. Backlog and Performance Management: Prioritize and govern the digital CX backlog for measurable customer value and operational efficiency, and own the performance of app, chatbot, and IVA for top use cases by improving intent handling and fulfillment logic. AI-First and Automated Journeys: Design and scale AI-first and automated digital journeys to enhance self-service success, and drive continuous optimization through funnel analysis and experiment design. Quality and Compliance Governance: Ensure AI-enabled interactions are governed with appropriate controls for quality and compliance and establish a digital CX KPI framework and governance cadence. Performance Tracking and Insights: Establish dashboards and management reporting to track performance, drive corrective action, and translate performance insights into prioritized improvements for journeys, intents, and service design. Collaboration and AI-Assisted Tools: Partner with analytics, campaign, and platform teams to convert insights into actionable decisioning, and drive the design and adoption of AI-assisted agent tools to improve assisted service quality and productivity. The Person: Degree in Information Technology, Information Systems, Computer Science, Engineering, Digital Business, Analytics or related discipline or Professional certifications in Product Management, Project/Programme Management, Agile, Lean Six Sigma, UX, AI, Analytics or related areas or Postgraduate qualification such as MBA, MSc in Analytics, Technology Management or related field will be an added advantage. Minimum 6-7 years of experience in customer experience, digital product/journey management, service transformation, digital platforms or related functions, with at least 3-5 years in a leadership or people management role. PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS