Customer Experience Improvement Manager

About the role

We are seeking a Customer Experience Improvement Manager (CX Improvement Manager) to lead the end-to-end implementation and optimisation of high-impact customer experience initiatives. This newly created role will build upon our existing quality audit and failure demand analysis and translate them into proactive, systemic initiatives that address root causes and prevent recurring customer friction.

The (CX Improvement Manager) will identify the root causes of both reasons that drive users to seek help (i.e. contact our Customer Service teams) and also reasons for customer dissatisfaction (DSAT). Using these insights the role holder will partner cross-functionally with CS, Quality, Operations, Product and Tech teams to project-manage operational solutions - such as proactive incident communications, automated surge protocols, improvements to our AI Virtual Assistant and social media engagement playbooks.

If you are a data-driven operations specialist who thrives on solving systemic friction, building scalable workflows, and directly moving CX metrics, this role is for you.

What you'll be doing

• Strategic Program & Project Management

Execute High-Impact CX Initiatives: Project-manage core quality programs

30-60-90 Day Impact Roadmaps: Design and execute structured roadmaps focused on addressing top customer contact and DSAT drivers (e.g. bet settlement queries, policy related concerns and deposit/withdrawal challenges).

Maintain, triage and manage (i.e. verify, categorise, prioritise) the operational backlog of bugs, intent gaps, and UX improvements for the AI Virtual Assistant, serving as the bridge between frontline CS teams and Product to drive continuous bot performance.

• Cross-Functional Collaboration & Product Alignment

Product & Tech Integration: Partner with CS, Product, Ops and Tech teams to implement initiatives like dynamic, event-driven in-app alerts and automated IVR messaging to deflect/intercept inbound ticket surges before they reach live agents.

• Metric Ownership & Performance Analytics

CSAT & DSAT Management: Own overall CSAT/DSAT performance, linking root causes for dissatisfaction to improvement initiatives and measuring the direct benefit of changes made.

Social Media & ORM Optimization: Revamp Online Reputation Management (ORM) playbooks for X (Twitter), Telegram and Facebook, transitioning teams from highly manual and robotic responses to more automated and efficient ways of working whilst retaining a context-aware engagement approach.

What you'll bring

• Experience: 5+ years in Customer Operations, Quality Management or CX Project Management, preferably in high-volume environments (Fintech, iGaming, E-commerce or Tech)
• Project Management Skills: Proven track record of managing cross-functional initiatives across Product, Tech, and Customer Operations using methodologies like Agile or Lean.
• Data & Analytics Proficiency: Strong proficiency in customer support analytics, queue management metrics (AHT, FCR, ART, Shrinkage), and identifying trends within unstructured customer feedback (verbatims/DSAT surveys).
• Technical Savvy: Comfort with API-driven integrations, IVR routing logic, automated helpdesk workflows and social media management tools.
• Communication: Exceptional written and verbal communication skills; ability to distill complex technical outages into simple, empathetic customer-facing copy and clear executive updates.

Even better if

• Prior experience operating in high-volatility, real-time event industries (e.g., sports betting, live payments, or trading platforms).
• Direct experience writing SOPs, designing automated ticket routing workflows, and establishing disaster recovery/surge protocols.
• Certified 6 Sigma Green or Blackbelt