Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to join a fast‑scaling digital marketplace operating globally. Based in Ireland, you will lead the improvement of the end‑to‑end customer journey by turning feedback and operational data into actionable enhancements. You will act as a bridge between support, product, operations and training teams to drive data‑informed solutions.

Key responsibilities

• Own and continuously improve the customer experience quality framework for support interactions.
• Analyse feedback, support tickets and operational data to uncover recurring issues and root causes.
• Monitor, report and act on CX metrics such as CSAT, CES, NPS, FCR and ticket trends.
• Build and maintain dashboards that provide clear visibility into CX performance.
• Map the full customer journey, identify friction points and recommend improvements across all touchpoints.
• Collaborate with Product, Operations and Training to translate insights into process, product and policy changes.
• Drive continuous improvement initiatives focused on support quality and operational efficiency.
• Convert insights into training materials, coaching programmes and process enhancements for support teams.

Required profile

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights or Support Operations.
• Hands‑on experience managing quality‑assurance programmes.
• Strong analytical and problem‑solving abilities with a focus on root‑cause analysis.
• Proven ability to work cross‑functionally with product, operations and training teams.
• Experience improving end‑to‑end customer journeys through structured feedback and data analysis.

Required skills

• Maestro QA (or similar quality‑assurance tools)
• SQL for data analysis
• Dashboarding tools such as Tableau, Looker, Power BI or Metabase
• AI tools for workflow optimisation