Customer Experience Manager

Customer Experience Manager (Contract)

Location: Zurich(Hybrid)

About Randstad Digital

At Randstad Digital, we connect brilliant minds with world-class organizations. We are currently supporting a major player in the Swiss telecommunications space to find a passionate, analytical, and forward-thinking Customer Experience Manager to join their Customer Journey Excellence team.

If you are a digital-first professional who loves mapping end-to-end journeys, bridging the gap between business and IT, and being the ultimate advocate for the customer, this is your next big step.

The Role

As a Customer Experience Manager, you will play a pivotal role in elevating the end-to-end customer journey. You will redesign and implement innovative processes, ensure operational readiness across the board, and champion the "voice of the customer" throughout the organization.

Your Main Responsibilities:

• Journey Mapping & Requirements: Utilize Agile and Waterfall methodologies to map user journeys, identify gaps, and lead operational readiness. Translate complex information into clear, actionable requirements for both technical and non-technical teams.

• Documentation & Data Analysis: Review and create detailed documentation, business rules, and work instructions for customer service agents. Build robust business cases and perform deep data analysis to uncover customer needs and measure post-launch impacts.

• Customer Service SPOC: Serve as the Single Point of Contact for Customer Service topics. Facilitate, negotiate, and mediate between business and technical teams to ensure seamless execution.

• Cross-Functional Collaboration: Partner closely with Product Managers, Business PMs, IT PMs, trainers, developers, and testers to deliver cohesive solutions.

• Go-Live Support: Lead User Acceptance Testing (UAT) and business validations to guarantee that final solutions perfectly match customer expectations.

What You Bring

To thrive in this fast-paced, digital-first environment, you should have:

• Experience: Minimum of 5 years as a Business Analyst, Process Manager, or Project Management professional—ideally with a strong background in the telecommunications sector.

• Methodologies: Proven track record working within Agile and/or Waterfall frameworks.

• Mindset: A strong focus on customer experience (CX), process improvement, and a digital-first approach to problem-solving.

• Soft Skills: Exceptional communication and storytelling abilities. You know how to engage an audience, manage shifting priorities, and adapt quickly to evolving business needs.

• Analytical Polish: A proactive, solution-oriented mindset backed by the ability to turn data into actionable customer strategies.

Why Join Us?

By joining Randstad Digital, you get the best of both worlds: the backing and fantastic consultant network of a global digital tech partner, combined with the opportunity to work directly on high-impact projects for leading brands in Switzerland.

This role is based on the client site in Zurich as well as home office so we are only able to accept candidates based in Switzerland or from the EU with the ability to work on site in Zurich,