Customer Experience Product Manager

About the role:

As the Customer Experience Product Manager, you will be responsible for the development and continuous improvement of the customer journey across all touchpoints.

build and lead processes that enhance both B2B and B2C customer experiences, ensuring customer satisfaction and long-term engagement.

Key Responsibilities:

• Develop and manage strategic initiatives for improving B2B and B2C customer experiences.
• Lead the design, implementation, and continuous optimization of customer-centric processes.
• Collaborate with marketing, development, support, and service teams to implement experience enhancements across all channels.
• Analyze customer feedback, satisfaction surveys, and data to generate insights and actionable plans.
• Create and lead customer journey maps tailored for both B2B and B2C segments, identifying key areas for improvement.
• Drive projects that improve customer satisfaction and enhance key metrics like NPS and customer retention.
• Apply innovative approaches and emerging trends to improve overall customer experiences.

Requirements:

• At least 5+ years of experience in product management with a focus on customer experience (B2B and B2C).
• Deep understanding of customer journeys and experience across multiple touchpoints and channels.
• Strong analytical skills with the ability to derive insights from customer data.
• Proven track record of working with cross-functional teams (tech, design, marketing, customer service).
• Experience with customer feedback tools, journey mapping, and process optimization.
• Strategic business vision and the ability to craft creative solutions that align with customer needs