Customer Experience Manager

Who are We?
We’re not just a company; we’re a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands – Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner – unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people. And we’ve built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you're thriving, you’re unstoppable. So, bring us your bold ideas and passion that refuses to quit. The digital world isn’t some distant reality – it's the world we live in, and we’re ready for it. If you’re ready to push boundaries and be part of something bigger, join #TeamGen.

We are hiring a Customer Experience Manager. The person will be based in Prague.
How We Work? 

Our hybrid work style (3 days in the office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it’s flexible enough to give you the space to do your best work.

Mission & Goals

The Customer Journey team is dedicated to improving the customer experience across all Gen’s products and services. We use customer research (both qualitative and quantitative) and service design to understand how people use and experience our products. We present business recommendations to improve each brand’s end-to-end customer experience and solve identified issues. We act as trusted advisors to the business, owning and delivering key insights on the end-to-end experiences across various business and stakeholder groups.

We are seeking a Customer Experience Manager to lead the Customer Journey team. The focus will be on high-impact opportunities that cut across Gen’s products and customer segments. This includes creating and sharing a more holistic view of customer feedback identifying key themes, issues and opportunities and then leveraging this information to drive CX improvements through collaboration with Product, Engineering, Sales, Marketing, and Legal teams to drive long-term value.

In this role, you will lead initiatives to improve customer satisfaction by analyzing feedback, identifying pain points, and collaborating with internal teams to deliver holistic solutions. Your adaptability will be key as you manage projects that range from process improvements to influencing product roadmaps. You will focus on continuous improvement, using data to uncover opportunities and implementing strategies that make a measurable impact on the customer experience.

• Working alongside our insights team to collect and analyze customer feedback to develop actionable improvement strategies.
• Identify customer experience improvements by partnering with initiative owners across the organization.
• Designing and implementing customer-centric processes that enhance satisfaction and loyalty.
• Measuring and tracking the return on investment (ROI) for customer experience initiatives.
• Preparing reports on key customer satisfaction metrics to guide senior management decisions.
• Collaborating with various stakeholders across product, commercial, and engineering departments to align on customer needs and improve processes.

Qualifications

• 7+ years’ experience
• Strong project management skills
• Ability to partner and influence others.
• Thought leadership.
• Good verbal and written communications

Core Competencies/Skills

• Relentless focus on the customer experience
• Exceptional analytical, process and problem-solving skills.
• Organized, self-starter, ability to manage multiple projects simultaneously.
• Strong influencing, negotiation and relationship skills
• Demonstrated ability to influence and drive measurable outcomes
• Possess both cross-functional business and operational acumen
• Proven interpersonal effectiveness and ability to collaborate and work well with all levels of management and across organizational boundaries

Leadership Skills

• Pro-active, positive, self-starter approach
• Demonstrates success with senior management
• Ability to plan and execute in a timely manner with a sense of urgency
• Ability to be self-directed and drive others towards achieving challenging results
• Advanced presentation skills
• Communicates (both written and verbally) project status to senior management
• Ability to express ideas in a confident, clear and compelling way

Benefits

• Annual bonus scheme
• Unlimited PTO (paid time off), flexible working hours
• The chance to join a major global tech company listed on the S&P 500.
• Opportunity to learn and work with the best in the Digital Security industry.
• Cafeteria points are provided by Benefit Plus (meal plan, pension insurance, travel, free time activities, multisport card, and much more).
• Tuition reimbursement for job-related courses
• Learning & Development plan.
• Sustainable home improvement bonus
• Mac/Windows laptop and mobile phone

#LI-AM1

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

Gen complies with all anti-discrimination laws. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.