Customer Experience Senior Manager

  Central Malta  |  €40,000 - €45,000 Annually 

Our client is looking for a Customer Experience Manager to join their team. Reporting to the HoD your responsibilities will include: 

  • Strategic Leadership in Customer Experience:
    • Assist in executing the company's strategy for enhancing customer experience.
    • Identify opportunities to continually improve the customer experience.
    • Influence strategic decision-making by providing insights from customers, representing the customer's perspective in internal forums and strategic committees.
  • Designing Customer Experiences:
    • Take the lead in planning and coordinating customer experience design efforts, starting from the initial discovery phase to suggesting potential solutions and overseeing their implementation once approved by relevant stakeholders.
    • Establish and manage a collection of process journey maps that adhere to industry best practices, clearly highlighting the enhancements made to the customer experience.
    • Collaborate with internal teams to integrate customer experience improvements into the company's everyday operations and encourage innovative approaches to customer experience.
    • Prioritize, design, and supervise the implementation of service improvements aligned with the company's strategic goals.
    • Model the customer experience based on industry best practices and innovative trends.
  • Customer-Centric Initiatives:
    • Promote the adoption of the Customer Champion framework by facilitating change management processes, establishing standards for customer communication, and running the internal Customer Champion program.
    • Develop and oversee the Customer Delight Program.
    • Foster a culture of innovation with a focus on creating added value for customers.

Skill-sets and Requirements

  • Certification in CXM, CX Design or Design Thinking.
  • Intermediate knowledge of statistical modelling and/or research methods.
  • CX Design & process journey mapping and Project Management.
  • Customer Experience Management is essential.
  • Good listening, communication, leadership and people management skills.
  • Customer centric mindset and must be emotionally intelligent.

Education & Experience

  • Minimum of a Bachelor’s Degree (MQF level 6 equivalent) in Marketing, Business Management and/or Finance or related subject.
  • A minimum of 3 years’ experience in senior-level Customer Experience or service management role.
  • Solid experience in co-ordinating change projects.
  • Industry experience in driving insights into successful improvement implementations.


  • Health Insurance
  • Life Insurance
  • Company benefits
  • Hybrid working model

Job Reference: LN912

  • Primary job focus
    Customer Relationship Management
  • Job type
    Full Time
  • Employment level
    Experienced (3 years +)
  • Work Location
  • Employer industry
  • Languages
    English, Maltese
  • Job Reference
  • Closing Date
  • Date Published
  • Status

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