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Senior Customer Experience Manager EMEA
Job in
Indiana, Indiana County, Pennsylvania, 15705, USA
Listed on 2026-01-14
Listing for:
Align Technology, Inc.
Full Time
position Listed on 2026-01-14
Job specializations:
-
Management
Client Relationship Manager
Job Description & How to Apply Below
Senior Customer Experience Manager EMEA
Department: Finance
Employment Type: Full Time
Location: EMEA-Switzerland-HQ
DescriptionKey Responsibilities Regional CX Strategy
In partnership with regional leadership team, development of an EMEA Customer Experience strategy and plan. This includes
- Setting annual regional CX targets and KPIs (eg. NPS, EOB)
- Defining critical initiatives, tasks, and required OPEX to deliver against agreed CX goals
- Continual performance monitoring and course correction
- Inspire change across the organization
- In partnership with CX Analytics, define and implement customer feedback mechanisms
- Analyze, evaluate and prioritize customer feedback to identify key customer trends and friction areas
- Develop and manage mechanisms to share and socialize feedback internally, ensuring customers are represented in decision making and drive action and improvement
- Define regional customer improvement priorities, ensuring that every region has an agreed top 3 list the customer areas to fix
- Support and run CX improvement projects to address known friction areas
- Partner with regional Marketing and Commercial Excellence teams to commercialize CX and Service improvements
- Implement effective mechanism to close the loop on ALL customer feedback and establish an effective resolution escalation process
- In partnership with HR, develop initiatives to drive employee awareness of our customer values and develop relevant skills and capabilities
- Develop and implement customer recognition programs
- Lead regional internal events, including Align’s annual CX Week
- Experience level: 10+ years of related experience in Customer Experience, Sales Operations or Marketing
- Experience type: Experience in change management, x-functional program management, customer journey mapping and design, voice of customer and data analytics, team training & development, strategy development
- Skills: Project management, data analysis and insight translation, stakeholder management, communication and influence, strategic thinking
- Culture / values: Team orientated, empathetic, structured, proactive, results / impact orientated
- Education: Minimum a Bachelor Degree
Position Requirements
10+ Years
work experience
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