Customer Experience Transformation Manager

What you’ll Do:

• Partner with senior leadership to define and drive Customer Experience (CX) strategies and transformation initiatives aligned with business priorities and growth plans.
• Analyze customer support data, operational performance metrics, and Voice of Customer insights to identify root causes of customer pain points and opportunities for improvement.
• Translate insights into actionable improvement plans, including SOP enhancements, workflow optimization, and customer journey improvements.
• Work closely with business, product, and operations teams to align CX capabilities with upcoming initiatives and ensure customer experience considerations are integrated into business decisions.
• Lead cross-functional initiatives to improve customer satisfaction, reduce operational friction, and enhance service efficiency across the organization.
• Conduct competitor benchmarking and industry analysis to identify best practices and opportunities to strengthen LINE MAN Wongnai’s customer experience.
• Prepare data-driven insights, reports, and executive presentations to communicate CX performance and recommend strategic improvements to leadership.
• Support resource planning, operational readiness, and CX improvement roadmaps to ensure customer support operations can effectively support business growth.

 
What you’ll Need: 

• Bachelor’s degree in Business, Engineering, Economics, or related fields.
• 5+ years of experience in Customer Experience, Operations, Strategy, Business Analysis, or related roles.
• Experience in e-commerce, marketplace, logistics, or technology platforms is preferred.
• Strong analytical and data interpretation skills, with the ability to translate data into actionable insights.
• Strong strategic thinking and problem-solving abilities, with a proactive and solution-oriented mindset.
• Passion for customer experience and customer-centric thinking.
• Experience working with cross-functional teams including product, business, and operations.
• Bachelor’s degree in Business, Engineering, Economics, or related fields.