Senior Manager - Customer Experience

Job description

Role & responsibilities: • Lead end-to-end Customer Experience (CX) projects across the Stanza Living ecosystem. • Identify customer pain points through feedback, complaints, surveys and operational data. • Design and implement initiatives to improve resident satisfaction, retention and overall experience. • Work closely with Operations, Product, Technology, Sales, Marketing and HR teams to drive CX improvements. • Develop and monitor CX dashboards, KPIs and performance metrics. • Build and strengthen Voice of Customer (VoC) mechanisms and convert insights into action. • Conduct root-cause analysis of recurring customer issues and implement corrective actions. • Drive process improvement and standardization across properties and cities. • Manage multiple CX projects simultaneously, ensuring timely execution and measurable outcomes. • Develop SOPs, customer journeys and service standards to improve consistency in resident experience. Preferred candidate profile: • 6-10 years of experience in Customer Experience, Strategy & Program Management. • Proven experience in leading strategic, cross-functional projects. • Strong analytical, stakeholder management and problem-solving skills. • Excellent communication and executive presentation skills. • Experience in hospitality, consumer-tech, real estate, retail or managed living is preferred.