Support CX Manager

1 Month ago • All levels

Job Summary

Job Description

The Support CX Manager is responsible for improving the quality of customer interactions across support channels. This role involves measuring, analyzing, and continuously enhancing the customer experience, integrating digital solutions to boost customer satisfaction and operational efficiency. This role involves strong collaboration with other CX-oriented teams, ensuring support topics are integrated and supporting CRC Service Improvement teams in operational enhancements.
Must have:
  • Define and execute customer experience (CX) strategies
  • Monitor and analyze key performance indicators (KPIs)
  • Design and maintain customer journey maps
  • Support the broader CRC effort to shift-left
  • Collaborate closely with product teams
  • Document and share customer support insights
  • Ensure governance compliance
  • Stay informed about emerging trends and innovations

Job Details

The Support CX Manager is responsible for elevating the quality of customer interactions across our support channels. This role focuses on measuring, analyzing, and continuously improving the customer experience, helping integrate digital solutions that enhance both customer satisfaction and operational efficiency. Aligning with ITIL 4’s Service Value Chain (SVC) and Service Design principles, it ensures support is seamless, effective, and adds measurable value to the customers.

The position also requires strong collaboration with other CX-oriented teams within Ubisoft to ensure that support topics are well integrated at all steps of the player journey, while supporting CRC Service Improvement teams in operational enhancements.

Key Responsibilities

  • Define and execute customer experience (CX) strategies that deliver measurable improvements to support interactions
  • Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for enhancement
  • Design and maintain comprehensive customer journey maps with integrated feedback loops
  • Support the broader CRC effort to “shift-left” and bring more self-serve options to relevant service requests
  • Collaborate closely with product teams to ensure seamless customer experiences across all touchpoints
  • Document and share customer support insights with relevant departments to improve company-wide service processes
  • Ensure governance compliance with the Customer Relationship Center (CRC) programs and Ubisoft’s unified digital framework standards
  • Stay informed about emerging trends, best practices, and innovations in customer experience and support service delivery, applying relevant insights to improve our CX strategy

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