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Customer Experience Optimization Manager

extra holidays - extra parental leave

Remote:

Full Remote

Work from:

Poland

Offer summary

Qualifications:

3-5 years in process optimization, Experience in IT services industry, Proven experience in mapping business processes, Bachelor’s degree in business or related fields.

Key responsabilities:

Optimize internal processes in customer service
Identify process improvement opportunities and automate workflows

Billennium Information Technology & Services Large https://www.billennium.com/

1001 - 5000 Employees

See all jobs

Job description

Billennium has been operating in the IT services and solutions industry for more than 20 years. Since 2003, the company has grown with the advancement of technology, providing the best solutions to our clients. We execute IT projects and services in Poland, across the European Union, as well as in Canada.

Currently we are expanding our team and looking for a Customer Experience Optimization Manager to join our Customer Experience (CX) department.

The Customer Experience (CX) department at Billennium is dedicated to delivering seamless, customer-centric interactions by aligning internal processes, client relationships, and service offerings. Our mission is to continuously improve the customer journey, ensuring satisfaction and fostering long-term partnerships.

Requirements:

3-5 years in process optimization or service management.
Ability to apply knowledge for workflow optimization.
Experience in IT services industry
Proven experience in mapping and analyzing business processes.
Experience with workflow automation and integrations.
Strong planning and execution skills.
Use of analytics tools (e.g., Power BI, Tableau).
Effective in cross-functional team settings.
Bachelor’s degree in business, management, or related fields
Proficiency in English (written and spoken).

Responsibilities:

Optimize internal processes involved in customer service.
Improve team engagement with customers during the journey by ensuring efficient adherence to the Customer Journey framework.
Identify areas for process improvement and automate workflows.
Collaborate closely with the following teams: Sales Teams (Pharma, Public, Cross-Industries), Presales/Advisory, Partnerships, Marketing, VMO, Business Delivery Managers Team, Competency Centers, HR.
Monitor performance across each customer journey stage to streamline internal procedures.

Our offer:

Stable, full-time employment at a company recognized with the Great Place to Work certificate.
Training and learning support
Career development opportunities
Attractive benefits package (medical care, group insurance, English language classes, Multisport card, cafeteria system).
Remote work

If this position looks interesting for you - do not hesitate and "apply" via link above!