Customer Experience Manager (Hybrid) (Xico)

We are looking for a Customer Experience (CX) Manager to lead a multidisciplinary CX team focused on improving customer journeys, operational performance, and automation across our global Support organization. This position directly manages QA and Support Analytics teams.

• Lead and develop a high‑performing CX team, provide clear direction, coaching, and career development for the WFM, data, CX supervision, and automation functions; set goals, run effective 1:1s, and build a culture of accountability, feedback, and continuous improvement.
• Own CX strategy and roadmap for Support: translate customer feedback, QA outcomes, and operational KPIs into a clear CX roadmap; prioritise initiatives for experience and efficiency across channels and regions.
• Drive insights, analytics, and workforce planning: oversee the CX Data Analyst and Workforce Planning Analyst in building forecasts, dashboards, and analyses that ...