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Strategic Programme Manager - Customer Experience
Full-time
We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.
About the role
We’re looking for a
Program Manager, Digital Content & Self-Serve CX
to join our
Customer Experience
team for our fintech engagement. In this role, you’ll help design, scale, and improve the digital customer experience across help content, help center strategy, community, education content, self-service journeys, and CX programs that reduce friction and improve customer outcomes.
This role is ideal for someone who understands that great customer experience is not only delivered by people, but also through clear content, intuitive self-help, smart automation, and scalable digital experiences. You will act as an individual contributor with no direct reports, but you will be expected to lead through influence, cross-functional coordination, and strong program ownership.
You should bring prior Customer Experience and a strong point of view on how digital content, self-service, AI, and automation can work together to improve customer outcomes, reduce effort, and support scale.
Who you’ll be working with and reporting to
You’ll report to the
Delivery Head of the engagement
and work closely with teams across Support, Customer Success, Onboarding, Product, Product Operations, Engineering, Marketing, Data, and RevOps .
Our team is highly collaborative and focused on improving the end-to-end customer experience through better journeys, stronger content, scalable self-service, and smarter operating models. You’ll partner with stakeholders across the business to ensure customers can find answers faster, solve more on their own, and have a more seamless digital experience.
What you’ll be doing
As a
Program Manager, Digital Content & Self-Serve CX
, you will:
Own and drive programs across digital content and self-service CX
including help center strategy, knowledge content, education content, customer community, and self-help journeys.
Lead improvements to the help center experience
by identifying content gaps, structural issues, search friction, and opportunities to improve findability, usefulness, and resolution.
Drive digital content strategy
across customer education, support content, onboarding guidance, FAQs, and scalable knowledge experiences that help customers achieve outcomes faster.
Build and improve self-serve customer journeys
that reduce customer effort, improve issue resolution, and support stronger time-to-value.
Partner with cross-functional teams to launch AI and automated self-serve solutions
including intelligent guidance, workflow automation, chatbot experiences, content recommendations, and other digital support mechanisms.
Use customer insight and operational data to prioritize improvements
by analyzing content usage, deflection opportunities, search behavior, case drivers, friction points, and customer feedback.
Coordinate CX programs tied to digital experience improvement
across content, education, support, onboarding, and community.
Establish measurement and reporting
for digital self-service performance including adoption, engagement, content usefulness, containment, search success, case avoidance, and customer effort.
Drive governance and content quality standards
to ensure self-service experiences stay accurate, current, useful, and aligned to product and customer needs.
Partner with Product, Support, and CX leaders
to ensure digital self-service is treated as a strategic lever for customer experience, scale, and operational efficiency.
To put things into context
In this role, you can expect to work on priorities such as:
improving help center structure, content quality, and search experience
building a stronger digital education and self-help strategy
expanding scalable onboarding and product education content
strengthening customer community engagement and value
identifying self-service gaps that create avoidable support demand
introducing AI and automation into self-serve experiences
improving how digital content supports customer success and support outcomes
connecting content and self-service performance to broader CX priorities
You can expect to work across a tech environment that includes help center and knowledge tools, CRM, support tooling, community platforms, customer education tools, AI and automation solutions, BI/reporting tools, workflow tools, and collaboration platforms .
Examples
Zendesk or similar, Salesforce, Gainsight or similar, learning/content platforms, chatbot and AI tools, Looker/Tableau/Power BI, Jira/Asana, and Slack.
What you bring
You’ll thrive in this role if you have:
Program management experience
in Customer Experience, Digital CX, Content Operations, Support Operations, Customer Education, Knowledge Management, or a similar function.
Prior Customer Experience experience
with a strong understanding of how digital touchpoints impact customer effort, satisfaction, resolution, and outcomes.
Experience leading or supporting help center, self-service, knowledge, education content, or community programs
in a SaaS, fintech, or digital environment.
Experience driving AI and automated solutions for self-service
including chatbot optimisation, intelligent content experiences, automated workflows, or related digital support capabilities.
A structured, analytical mindset
with the ability to identify friction, prioritise improvements, and translate insight into action.
Strong cross-functional collaboration skills
and the ability to work effectively with Product, Engineering, Support, Success, Marketing, and Data teams.
Strong written communication and content judgment
with the ability to improve clarity, usefulness, and consistency across customer-facing content.
Experience with reporting and performance metrics
related to digital content, self-service, search, case drivers, content engagement, or customer effort.
Strong execution skills
with the ability to manage multiple workstreams and move initiatives forward without direct authority.
A builder mentality
with energy for improving systems, content, journeys, and self-service experiences in a scaling environment.
Nice to have
Experience with
knowledge management, help center platforms, or content operations
Experience with
customer education programs, academies, or learning content
Familiarity with
community strategy and customer engagement programs
Exposure to
journey mapping, service design, automation strategy, or conversational AI
Experience in
fintech, spend management, B2B SaaS, or digital product environments
Success in this role looks like
Help center and self-service experiences are easier to use, easier to trust, and more effective.
Customers can find answers faster and solve more on their own.
Education content is more aligned to customer needs and lifecycle moments.
AI and automated self-serve solutions are implemented in practical ways that improve experience and reduce friction.
Content gaps, search issues, and recurring case drivers are more visible and better prioritized.
Digital content and self-service become stronger contributors to CX quality, scale, and operational efficiency.
Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.
