Customer Experience Improvement Manager

About the role

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.

What you'll do

• Strategic Program & Project Management
• Execute High-Impact CX Initiatives: Project-manage core quality programs
• 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
• Maintain, triage and manage (i.e. verify, categorise, prioritise) the operational backlog of bugs, intent gaps, and UX improvements for the AI Virtual Assistant
• Cross-Functional Collaboration & Product Alignment

What you need

• 5–9 yrs of experience
• Lean
• Agile
• Customer service
• Communication
• Any graduate

Good to have

• SOP writing