CX Design Manager

1 month ago


New York, New York, United States Catawiki Full time
About the role

As a CX Design Manager within the CX Design Team, you will be solving complex problems for users via end-to-end process improvement and automation. You will dive into the details of the full-cycle customer journey and embrace the scale and complexity of our operations. With the highly strategic focus of your portfolio and the ambiguity of the problems at hand, you will often act as a thought partner to Senior Leaders in the organisation.
You will be responsible for building and implementing the roadmap for process and user journey automation for CX via close collaboration and partnership with various stakeholders within Catawiki such as Product Teams, Commercial Operations, and CX Operations. Managing change and communicating effectively will be a core part of this role. You should be able to leverage data to prioritise ruthlessly and deliver projects with the biggest impact and reach.
You will be managing a small team of Individual Contributors who will be responsible for delivering their own project charters. A key part of your job would be to surface and clarify interdependencies, provide mentorship and ensure excellent implementation of projects.

What you'll do
  • Collaborate with Operations, Product, Legal and Finance to design, launch and run cross-functional programs to achieve critical business outcomes.
  • Own and lead strategic programs & projects for process optimisation and automation driving key initiatives with strong follow-ups throughout the entire lifecycle.
  • Synthesise various inputs, such as quantitative analysis, legal analysis, and product briefs, to develop recommendations and drive alignment.
  • Optimise performance through data-driven deep dives, metrics, and dashboards.
  • Coordinate and collaborate on initiatives, effectively communicating with stakeholders at all levels, from junior team members to high-level executives.
What you'll bring

We're looking for a strategic and analytical professional with a background in customer support, process automation and/or product operations. You have strong leadership, communication, and problem-solving skills and are able to drive organisational change and thrive in a dynamic environment. You are able to articulate complex problem statements and solution recommendations to senior leadership. You are detail-oriented, proactive, and resilient, with a knack for process improvement and transformation.

  • 7+ years experience in strategy, operations or consultancy, preferably in customer support with a minimum of 3 years of experience in managing people.
  • Strong analytical skills; able to identify opportunities and make decisions based on data and metrics.
  • Experience in leveraging LLMs and journey mapping to drive automation and self-service.
  • Strong experience in customer journey mapping and agile iterative development.
  • Great communicator with the ability to work with, influence, and align with multiple stakeholders.
  • Exceptional collaboration and relationship-building skills, working effectively with diverse stakeholders, including cross-functional business leaders.
  • Outstanding communication and storytelling abilities to articulate complex ideas and concepts in a compelling and engaging manner.
  • Excellent organisational skills and ability to meet tight deadlines.
  • Detail-oriented, proactive and hands-on mentality.
Where you'll be

This role is based in our Amsterdam headquarters, in the Netherlands. We offer a Hybrid work setting, with 2 days commuting to the office and 3 days working from home.


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