Customer Experience Manager

Role overview

This opportunity is being shared on behalf of a partner employer that handles the application review and all hiring steps. The partner is seeking a Customer Experience Manager in New Zealand to strengthen the customer journey across a fast-growing digital marketplace used by millions worldwide.

The role focuses on improving the full customer experience by translating feedback, support data, and operational insights into practical changes. You will act as a link between support, product, operations, and training teams, helping uncover recurring friction points and implementing structured improvements. The environment is global, collaborative, and performance-oriented, with a strong emphasis on ongoing refinement and measurable impact.

Your work will center on customer support quality, CX measurement, journey analysis, and cross-functional problem solving. The objective is to improve satisfaction, operational effectiveness, and customer trust over time.

Key accountabilities

• Own and keep improving the customer experience quality framework for support interactions, making sure assessment standards remain consistent and feedback leads to action.
• Review customer comments, support cases, and operational datasets to spot repeated issues, underlying causes, and areas where the journey can be improved.
• Track and summarize CX indicators such as CSAT, CES, NPS, first-contact resolution, and ticket patterns, then use the findings to set priorities and gauge progress.
• Develop and maintain dashboards and reporting tools that clearly show CX performance.
• Chart the full customer journey, pinpoint friction points, and recommend improvements across every touchpoint.
• Work closely with Product, Operations, and Training teams to turn insights into changes in process, product behavior, and policy.
• Lead continuous improvement efforts that enhance support quality, reduce operational waste, and raise customer satisfaction.
• Convert customer insights into training content, coaching support, and process updates for support teams.

Requirements

• At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Practical experience running quality assurance programs, including tools such as Maestro QA or comparable platforms.
• Strong analytical and troubleshooting ability, with the skill to identify the real causes of customer and operational problems.
• Experience partnering with support teams and using support data to improve service quality.
• Ability to interpret CX measures such as CSAT, CES, NPS, and ticket trends to surface insights and monitor improvements.
• Demonstrated ability to collaborate across Product, Operations, and Training functions.
• Experience improving end-to-end customer journeys using structured feedback and data analysis.
• Nice to have: SQL for analysis, dashboard tools such as Tableau, Looker, Power BI, or Metabase, and familiarity with AI tools that streamline workflows.
• Experience in digital platforms such as B2C, B2B, or P2E, and exposure to multi-product ecosystems is an advantage.
• Strong project management skills, including the ability to prioritize and deliver cross-functional work.
• Excellent English communication skills, both written and spoken.

Perks and benefits

• Competitive annual pay in the range of €30,000 to €40,000.
• Employee stock options.
• Performance-based bonuses and referral rewards.
• Extra paid leave plus a personal learning and development allowance.
• Flexible working arrangements, including remote, office, or hybrid setups, with work-and-travel flexibility.
• Paid volunteering opportunities.
• Structured feedback and promotion processes that support professional growth.
• The chance to contribute in an international, rapidly expanding environment shaping a global digital product.

Application and hiring process

Applications are handled by the partner company rather than directly through the listing platform. Candidates are reviewed through an AI-assisted matching process designed to screen applications quickly and consistently against the role’s core requirements. Shortlisted candidates are then passed to the hiring team, which manages interviews, assessments, and final decisions.

Privacy and data handling

Submitting an application means acknowledging that the recruiter may process personal data to assess candidacy and share relevant information with the hiring employer. This is based on legitimate interest and pre-contractual processing under applicable data protection rules, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection.

Artificial intelligence tools may also be used to assist parts of the hiring workflow, including resume review, response analysis, and inconsistency checks. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are always made by people. Additional information about data processing can be requested directly from the recruiter.