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Customer Experience Manager at Ten Group. . . . Job Title: Customer Experience (CX) Manager. About the Role. Ten is building a global Customer Experience (CX) team to design and deliver compelling, seamless experiences for our members worldwide — both online and offline.. As part of a globally positioned team with regional representation, the CX Manager will report to the CX Director and act as a critical bridge:. Between functions within their region . Between the region and global service support . You will bring expert knowledge of the full customer journey, understanding how each touchpoint either enhances or hinders the delivery of an exceptional member experience.. Key Responsibilities. 1. Customer Journey Excellence. Identify pain points and opportunities across the end-to-end customer journey . Remove “clunky” or fragmented experiences to create seamless interactions . Drive excellence in service quality, operational productivity, and member value . Enhance the full member lifecycle, including onboarding, recovery, optimisation, and advocacy . Champion a strong member-first mindset within your region . 2. CX Strategy & Framework Development. Contribute to the global CX framework led by the CX Director . Partner with Operational and Product teams to establish best-practice approaches for delivering CX improvements . Collaborate with global peers and regional managers to inform, influence, and co-create CX roadmap priorities . Remove barriers that prevent a seamless, high-value member experience . Align regional initiatives with global CX strategy . 3. Insight, Analytics & Continuous Improvement. Manage systems of customer insight to enable data-driven CX decision-making . Develop and monitor key performance metrics to measure customer experience . Consolidate and investigate known issues and improvement areas . Use data and insight-led approaches (including mystery shopping and competitive analysis) to uncover and prioritise unknown gaps . Provide a unified view of service performance and opportunity areas to inform roadmap prioritisation across departments . 4. Cross-Functional Delivery & Governance. Collaborate across departments delivering customer-facing activities . Co-create and execute the CX roadmap and delivery programme . Ensure alignment with related initiatives (e.g., proposition development, product roadmaps, member communications, training programmes) . Highlight interdependencies across projects and resources to ensure cohesive execution . Skills & Experience. Strong understanding of end-to-end customer journey design and optimisation . Experience driving CX transformation in a matrix, multi-regional environment . Analytical mindset with the ability to translate data into actionable insights . Proven ability to influence stakeholders across functions and seniority levels . Strategic thinking combined with operational execution capability . Experience defining and tracking CX KPIs and success metrics . Passion for continuous improvement and member-centric innovation . What Sets You Apart. Intellectual curiosity and creative problem-solving . Courage to challenge the status quo . Strong collaboration and influencing skills . A genuine passion for reshaping customer experience — today and for the future. Company Location: Philippines.