Senior Manager - Customer Experience

Role & responsibilities:

• Lead end-to-end Customer Experience (CX) projects across the Stanza Living ecosystem.
• Identify customer pain points through feedback, complaints, surveys and operational data.
• Design and implement initiatives to improve resident satisfaction, retention and overall experience.
• Work closely with Operations, Product, Technology, Sales, Marketing and HR teams to drive CX improvements.
• Develop and monitor CX dashboards, KPIs and performance metrics.
• Build and strengthen Voice of Customer (VoC) mechanisms and convert insights into action.
• Conduct root-cause analysis of recurring customer issues and implement corrective actions.
• Drive process improvement and standardization across properties and cities.
• Manage multiple CX projects simultaneously, ensuring timely execution and measurable outcomes.
• Develop SOPs, customer journeys and service standards to improve consistency in resident experience.

Preferred candidate profile:

• 6-10 years of experience in Customer Experience, Strategy & Program Management.
• Proven experience in leading strategic, cross-functional projects.
• Strong analytical, stakeholder management and problem-solving skills.
• Excellent communication and executive presentation skills.
• Experience in hospitality, consumer-tech, real estate, retail or managed living is preferred.