At a Glance
- Tasks: Lead customer experience improvements and drive strategic initiatives across the EU.
- Company: Join a dynamic team at a leading global company focused on customer satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Autonomous role with excellent career advancement opportunities in a fast-paced environment.
- Why this job: Make a real impact on customer experience while collaborating with diverse teams.
- Qualifications: Experience in program management and strong analytical skills; Spanish fluency is a plus.
The predicted salary is between 60000 - 80000 € per year.
Requirements:
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management
- Native or Fluent Spanish speaker (Desirable)
- Experience leading process improvements
What the job involves:
We are looking for a customer-obsessed Senior Program Manager to join us in the EU Customer Experience Improvement org within Customer Service. You will be a part of the EU team of program managers, product managers, business analysts, and business intelligence engineers who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX.
You and your team will own the roadmap of EU strategic initiatives while also responding to emerging issues that need immediate attention. Drive the expansion and management of a strategic Pan-EU roadmap involving unique and innovative customer solutions, accounting for country-specific market dynamics and customer expectations.
Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track across EU marketplaces. Proactively identify and resolve issues that affect customer experience across EU stores, including defects that drive customer contacts and concessions, and may impair the team's ability to meet strategic, product, and technical goals.
Actively build relationships across Amazon teams - including EU Retail, Transportation, Supply Chain, AMZL, Product, Finance, Legal, and Engineering - to deliver on your roadmap. Operate autonomously; drive programs end-to-end including business goals, technical solutions, and contact reduction initiatives to improve customer experience at scale across EU.
Communicate clear and concise expectations and requirements with business and technology teams, adapting communication to multi-country stakeholders and senior EU leadership forums. Present well-reasoned and data-driven proposals in both verbal and written form, including documents for EU VP-level leadership reviews.
Lead customer experience workstreams by proactively identifying and eliminating sources of friction. Create scalable mechanisms to work across cross-functional teams and drive organizational change. Establish data-driven approaches to detect issues, surface customer pain points and drive upstream action across organizations.
Understand how AI is reshaping CX product architectures, product development and customer workflows; apply AI to enable faster learning cycles, accelerate development, make better decisions and unlock new forms of innovation. Influence strategic direction, customer adoption decisions, engineering and business approach (internally and externally if applicable), vendors, partners, and organization priorities.
Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication. Advocate for customers in product, design, and operational decisions across organizations. Deliver measurable outcomes aligned with organizational goals.
Write and present clear narratives to drive alignment and decision-making. Coach and develop high-performing teams while creating leadership opportunities.
Senior Program Manager (Customer Experience Improvement) in London employer: Deepstreamtech
Join a dynamic and innovative team at Amazon, where we prioritise customer experience and foster a culture of collaboration and growth. As a Senior Program Manager in the EU Customer Experience Improvement org, you will have the opportunity to lead impactful projects that drive meaningful change across diverse markets, while benefiting from a supportive environment that encourages professional development and embraces cutting-edge technology. With a focus on data-driven decision-making and cross-functional teamwork, you'll be empowered to make a real difference in enhancing customer satisfaction and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Program Manager (Customer Experience Improvement) in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience improvement. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements.
✨Tip Number 3
Showcase your data skills! Be ready to discuss how you've used metrics to drive improvements in past roles. Bring examples of how your analytical approach has led to successful outcomes in customer experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Senior Program Manager (Customer Experience Improvement) in London
Some tips for your application 🫡
Show Your Data Skills:Make sure to highlight your experience with data and metrics in your application. We want to see how you've used data to drive improvements in customer experience, so share specific examples that demonstrate your analytical prowess.
Own Your Narrative:When writing your application, take ownership of your experiences. Clearly outline your program strategy and delivery successes, and don’t forget to mention how you communicated results to senior leadership. We love a good story!
Tailor Your Application:Don’t just send a generic application! Tailor it to the role by using keywords from the job description. This shows us that you understand what we’re looking for and that you’re genuinely interested in the position.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Deepstreamtech
✨Know Your Data
Make sure you come prepared with examples of how you've used data and metrics to drive improvements in previous roles. Be ready to discuss specific projects where your analysis led to measurable outcomes, as this will show your ability to leverage data effectively.
✨Master the Art of Communication
Since you'll be communicating with senior leadership and cross-functional teams, practice articulating your ideas clearly and concisely. Prepare a few key points about your past experiences that highlight your communication skills, especially in multi-country contexts.
✨Showcase Your Leadership Skills
Be ready to discuss how you've led process improvements and managed programs end-to-end. Think of examples where you influenced stakeholders or drove organisational change, as this will demonstrate your capability to operate autonomously and lead high-performing teams.
✨Embrace Customer Obsession
As a Senior Program Manager focused on customer experience, it's crucial to convey your passion for understanding and improving customer journeys. Prepare to share stories that illustrate how you've identified customer pain points and implemented solutions that enhanced their experience.
