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Manager CX & AI (M/F)
Full-time
Magellan is an international Management and Technology Consulting Group. AI is transforming Customer Experience (omnichannel journeys, CRM, Voice of Customer, AI-augmented CX) and the Employee Experience of client-facing staff. This role is for an experienced CX & AI Manager capable of operating across engagement leadership, AI-driven transformation, and business development.
Your missions
Design and optimise omnichannel customer journeys across e-commerce, retail, and customer relations.
Lead CRM transformation projects and implement Voice of Customer frameworks for real-time satisfaction monitoring.
Identify AI use cases to streamline the customer experience, including real-time personalisation, conversational agents, and sentiment analysis.
Redesign tools and processes for client-facing staff leveraging AI, such as advisor assistants, automation, and intelligent knowledge bases.
Identify opportunities, lead commercial proposals, and contribute methodologies and accelerators dedicated to AI-driven CX.
Qualifications
6 to 10 years of experience at a consulting firm, with strong specialization in Customer Relationship, CRM, or E-commerce.
Mastery of service design methodologies, journey mapping, and market CRM tools such as Salesforce and Adobe.
Full understanding of AI capabilities (GenAI, LLM, automation) and how to translate them into business benefits.
Strong leadership and ability to lead engagements with full autonomy.
