We are currently looking for an experienced Customer Experience Manager (m/w/d) to join a dynamic and customer-centric organization operating in a fast-paced, digital-first environment.

In this role, you will play a key part in shaping and improving the end-to-end customer journey, driving process excellence, and ensuring that customer needs are consistently reflected across business and technical initiatives.

You will work closely with cross-functional teams including Product, IT, Operations, and Customer Service, bridging the gap between business requirements and technical implementation while acting as the voice of the customer within the organization.

This is an exciting opportunity for professionals passionate about customer experience transformation, process optimization, and data-driven decision-making, who thrive in collaborative and agile environments.

Start Date: ASAP (latest mid-July 2026)
Duration: ~9 months (with possible extension)

Key Responsibilities

• Map and analyze end-to-end customer journeys, identifying gaps and improvement opportunities
• Define and document business requirements, processes, and work instructions for operational teams
• Drive customer experience improvements by translating insights into actionable initiatives
• Act as the main point of contact for Customer Service-related topics, ensuring alignment between business and technology
• Collaborate with stakeholders to ensure smooth implementation of solutions and process changes
• Support User Acceptance Testing (UAT) and business validation activities
• Create business cases and perform deep data analysis to measure impact and drive decisions
• Facilitate communication and alignment across technical and non-technical teams
• Advocate for the customer perspective across internal projects and initiatives
• Ensure operational readiness for new processes, tools, and customer-facing solutions

Why Apply?

• Work on a high-impact customer experience transformation initiative
• Gain exposure to cross-functional collaboration across Product, IT, and Operations
• Play a key role in shaping customer-centric processes and digital journeys
• Competitive contract conditions within the Swiss market
• Opportunity to contribute to visible, measurable improvements within a defined project scope
• Fast-paced, modern working environment with agile methodologies

Additional Information
Location: Zurich
Workload: 100%
Contract Type: Temporary

Your Profile

• 5+ years of experience in Business Analysis, Process Improvement, or Project Management
• Strong background in customer experience (CX) or customer journey optimization
• Experience working with Agile and/or Waterfall methodologies
• Proven ability to translate complex business needs into structured requirements
• Strong analytical mindset with the ability to interpret data and derive actionable insights
• Experience collaborating with cross-functional teams (Product, IT, Operations)
• Ability to manage multiple priorities in a dynamic environment
• Excellent communication, stakeholder management, and storytelling skills
• Strong problem-solving capabilities with a proactive, solution-oriented mindset
• Experience in telecommunications or digital service environments is a strong advantage
• Fluent in English (German is a plus)