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Description
Serve as the subject matter expert within the CX organization, partnering with international teams on customer experience insights by collaborating with analytics teams, conducting case reviews, voice of the customer, top contact drivers, pain points, regulatory reporting, and entity-specific nuances.
Be responsible for scoping and executing continuous CX improvement projects (processes, policies, SOPs) with stakeholders to enhance customer experience. Maintain CX processes to operational standards ensuring customer satisfaction. Use data and VOC to identify opportunities for new features and communicate insights to product and engineering teams.
Build strong relationships with Product, Engineering, & Design teams to advocate for regional customer experience improvements. Apply analytics skills to synthesize customer feedback, business goals, industry trends, and technology into strategic objectives. Lead change management for processes, policies, and knowledge bases (SOPs) for frontline CX agents. Manage and prioritize content requests from multiple teams with short turnaround times.
Skills
* Project management
* Project coordination
* Customer experience
* French language proficiency
* Product engineering
* Data analysis
* Design
Employee Value Proposition
Fully remote role with the world’s biggest crypto exchange.
Job Details
* Title: French Speaking Project Manager
* Location: Dublin, Ireland
* Type: Contract
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