Episode Experience Manager

Description

The Episode Experience Manager is responsible for executing and managing the day-to-day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience. Reporting to the Episode Experience Lead, this role is hands-on in monitoring, analyzing, and implementing enhancements that improve customer interactions within the episode.
The Episode Experience Manager works closely with frontline teams, product owners, operations, and customer support to identify issues, test solutions, and implement improvements that align with the broader customer experience strategy.

DUTIES AND RESPONSIBILITIES:

Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions within the episode.

Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journ...