Episode Experience Manager

Episode Experience Manager

Responsible for executing and managing day‑to‑day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience.

Responsibilities

• Manage Episode Experience Execution – oversee implementation of initiatives to improve customer interactions within the episode.
• Monitor Customer Pain Points & Opportunities – conduct ongoing analysis of customer feedback, operational performance, and journey friction points.
• Collaborate with Frontline & Support Teams – work with call centers, retail, digital, and other customer‑facing teams to ensure consistent experience delivery.
• Ensure Omni‑Channel Consistency – align experiences across digital, self‑service, and assisted channels for a seamless customer journey.
• Customer Journey Testing & Optimization – participate in A/B testing, pilot programs, and real‑time adjustments to enhanc...