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Are you a dynamic and passionate individual who thrives on creating extraordinary customer and partner experiences?
We are seeking a highly motivated and experienced Senior Manager, Customer Experience (CX) to lead the development of our customer-centric culture and champion initiatives that make every interaction impactful, seamless, and memorable.
In this role, you will not only design and enhance journeys but also influence cross-functional teams and drive innovations that elevate the overall experience to the next level.
Responsibilities
Journey Mapping & Insights
- Understand and deep-dive into customer and partner behaviours, needs, and expectations
- Lead and oversee journey mapping, interactions, and touchpoints to gain a holistic understanding of both customer and partner experiences
- Identify pain points in corporate client and partner journeys, alongside customer journeys, and recommend strategic and innovative solutions to improve them
- Facilitate customer, partners and stakeholder interviews to validate insights, uncover unmet needs, and ensure customer voices are integrated into CX design
- Provide actionable insights to support decision-making and prioritisation of initiatives
- Champion a pro-active, customer-first approach across the organisation to build and maintain positive experiences
- Collaborate with cross-functional teams to drive implementation of improvement initiatives and address potential challenges and resistance to change that may arise during the implementation
- Collaborate with Technology & Data team to identify, evaluate and implement customer-centric technologies and tools that enhance experience design and delivery
- Facilitate workshops and prototyping sessions to test, refine and skill new solutions
- Prepare and present reports to management, highlighting progress, insights and opportunities for improvement
- Lead ad-hoc projects, ensuring alignment with broader CX strategies and organisational goals
- Propose, test, and pilot new ideas and strategies to adapt to evolving customer and partner expectations and industry trends
- Bring forward CX innovations and best practices relevant to both consumer and enterprise experiences
- Contribute to the governance of CX standards, ensuring consistency, sustainability, and scalability across B2C and B2B initiatives
Requirements
- Bachelor’s degree in any field or equivalent
- Minimum 6-8 years of experience in customer experience design and journey mapping or related role, preferably with a track record of leading CX strategies and initiatives in B2B and B2C contexts
- Hands-on experience in human-centred design or design thinking, including the facilitation of interviews, workshops, and prototyping sessions
- Strong leadership and influencing skills with the ability to engage and align cross-functional teams at all levels
- Excellent communication skills (written and verbal), with the ability to tailor presentations and reports for senior management and external stakeholders
- Strong organisational skills and the ability to manage multiple projects simultaneously
- Proficient in Microsoft Office and customer experience software applications (e.g. Salesforce, Qualtrics, PowerBI or equivalent)
- Demonstrated ability to interpret and uncover key insights, and translate them into actionable recommendations
- Proactive, resourceful, and adaptable in a dynamic work environment
- Strong problem-solving and critical thinking skills, with the ability to anticipate issues and propose solutions
- Passionate about service innovation, journey design, and building customer-first cultures
Information
- If you are facing issues submitting your application through LinkedIn, please email us your resume at with the job title.
Only shortlisted candidates will be notified.
- The level of appointment will depend on the qualifications and experience of the candidate.
- For more information on Kallang Alive Sport Management, refer to
Seniority level
Employment type
Job function
- Business Development and Strategy/Planning
Industries
- Spectator Sports, Recreational Facilities, and Entertainment Providers
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