Customer Experience Manager

About the role

The Customer Experience Manager will lead the improvement of end‑to‑end CX for a fast‑scaling digital marketplace serving millions worldwide. Based in New Zealand, you will turn feedback and operational data into actionable enhancements, acting as the bridge between support, product, operations and training teams.

Key responsibilities

• Own and continuously improve the CX quality framework across support interactions.
• Analyse customer feedback, support tickets and operational data to uncover recurring issues and root causes.
• Monitor, report and act on CX metrics such as CSAT, CES, NPS, FCR and ticket trends.
• Build and maintain dashboards that provide clear visibility into CX performance.
• Map the full customer journey, identify friction points and recommend improvements.
• Collaborate with Product, Operations and Training to translate insights into process, product and policy changes.
• Drive continuous‑improvement initiatives focused on support quality and operational efficiency.
• Convert insights into training materials, coaching programs and process enhancements for support teams.

Required profile

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights or Support Operations.
• Hands‑on experience managing quality‑assurance programs (e.g., Maestro QA or similar tools).
• Strong analytical and problem‑solving abilities with a focus on root‑cause analysis.
• Proven ability to work cross‑functionally with Product, Operations and Training teams.
• Experience improving end‑to‑end customer journeys through structured feedback and data analysis.

Required skills

• Maestro QA or similar quality‑assurance tools
• SQL for data analysis
• Dashboarding tools such as Tableau, Looker, Power BI or Metabase