We are seeking a Customer Experience Improvement Manager (CX Improvement Manager) to lead the end-to-end implementation and optimisation of high-impact customer experience initiatives. This newly created role will build upon our existing quality audit and failure demand analysis and translate them into proactive, systemic initiatives that address root causes and prevent recurring customer friction.
The (CX Improvement Manager) will identify the root causes of both reasons that drive users to seek help (i.e. contact our Customer Service teams) and also reasons for customer dissatisfaction (DSAT). Using these insights the role holder will partner cross-functionally with CS, Quality, Operations, Product and Tech teams to project-manage operational solutions - such as proactive incident communications, automated surge protocols, improvements to our AI Virtual Assistant and social media engagement playbooks.
If you are a data-driven operations specialist who thrives on solving systemic friction, building scalable workflows, and directly moving CX metrics, this role is for you.
30-60-90 Day Impact Roadmaps: Design and execute structured roadmaps focused on addressing top customer contact and DSAT drivers (e.g. bet settlement queries, policy related concerns and deposit/withdrawal challenges).
Maintain, triage and manage (i.e. verify, categorise, prioritise) the operational backlog of bugs, intent gaps, and UX improvements for the AI Virtual Assistant, serving as the bridge between frontline CS teams and Product to drive continuous bot performance.
Product & Tech Integration: Partner with CS, Product, Ops and Tech teams to implement initiatives like energetic, event-driven in-app alerts and automated IVR messaging to deflect/intercept inbound ticket surges before th