Senior Customer Experience Manager

• Conduct deep-dive analyses into client and courier experience data to identify patterns, pain points, and improvement opportunities
• Design, document, and optimise workflows and process maps to enhance service delivery and operational performance
• Partner with the Automation team to develop and implement automation initiatives, including chatbot design and workflow automation
• Build and maintain reporting dashboards in Superset (or similar BI tools) to track CX and operational performance
• Assess and communicate the impact of automation on key experience metrics such as Contact Rate, CSAT, and Cost
• Collaborate with Product, Data, and Operations teams to create data-driven solutions that simplify the customer journey
• Champion the use of automation and engagement tools (e.g., Intercom, Zendesk or similar) to deliver efficient and personalised support experiences

• Proven experience in Customer Experience, BPO Operations, or Process Improvement roles
• Strong expertise in process mapping, workflow design, and identifying opportunities for automation
• Hands-on experience using automation, chatbot, or customer engagement platforms such as Intercom or similar tools
• Proficiency with data visualisation tools, ideally Superset (or Power BI, Looker, Tableau)
• Strong analytical mindset and ability to translate data insights into operational strategies
• Understanding of AI and automation concepts, including distinctions between Machine Learning and Generative AI (e.g. be able to explain prompt management, context windows, retrieval augmented generation)
• Demonstrated project management and cross-functional collaboration experience
• Fluency in English (spoken and written) is required
• SQL or equivalent data query experience is a plus

SQL or equivalent data query experience is a plus

• Meal Vouchers (40zł daily)
• Stuart Academy, offering a wide range of upskilling and development opportunities
• Wellness Allowance with our partner Juno 171 zł / month
• Private healthcare provided by Luxmed
• Work-from-Abroad policy (enjoy 30 days per year working from anywhere!)