At Okala, we’re looking for a customer-centric, data-driven, and empathetic CX Manager to help us build a stronger and more consistent customer experience across the business.

For us, CX means seeing the business from the customer’s point of view, understanding the journey end to end, identifying where the experience breaks, and turning customer understanding into better priorities and decisions.

You will work closely with Product, Operations, Growth, Commercial, Marketing, Support, and Strategy to make sure the customer perspective is reflected in the decisions that shape the business.

Your Story Belongs Here.

What You’ll Be Doing

• Define and lead the CX strategy in line with Okala’s business priorities and end-to-end customer journey.
• Build and improve VoC, feedback, customer research, and experience analytics systems.
• Define and track key CX metrics, including NPS, CSAT, Retention, Churn, repeat behavior, complaints, and journey indicators, and link them to business outcomes.
• Identify and prioritize key pain points, friction points, and experience gaps using journey mapping, service blueprinting, and process analysis.
• Identify gaps between intended and perceived customer value, and turn insights into clear priorities and actions.
• Work cross-functionally to improve critical journeys, challenge assumptions, and balance customer value, business impact, feasibility, and resources.
• Lead CX innovation and strategic initiatives, strengthen customer-centric thinking, and provide clear executive-level reporting and recommendations.

What You Bring

• Strong strategic and systems thinking with a solid understanding of customer behavior and business fundamentals.
• Hands-on experience in CX strategy, experience improvement, VoC, customer research, and performance monitoring.
• Strong knowledge of Customer Journey Design, Service Blueprinting, Process Optimization, and customer research methods.
• Practical experience with key CX metrics and a clear understanding of their business implications.
• Strong analytical and problem-solving skills, with the ability to combine qualitative and quantitative signals and identify root causes.
• Ability to balance customer needs, business priorities, operational realities, and resource constraints, while influencing cross-functional teams.
• Experience with CRM, BI, data visualization, and analytical tools, along with strong communication, stakeholder management, ownership, and accountability.

Recommended Qualifications

• 5+ years of relevant experience in Customer Experience, Customer Research, Service Design, Customer Strategy, Product, or related roles.
• Bachelor’s degree in Management, Marketing, Business, or a related field. MBA is a plus.
• Experience in technology, e-commerce, marketplace, retail, or other businesses with complex and multi-channel customer journeys.
• Experience working with both qualitative research and quantitative data.
• Experience leading cross-functional initiatives with measurable customer or business impact.
• Strong communication skills, written and verbal.

What Success Looks Like

Success in this role is not only about improving NPS or building more dashboards and journey maps.

It means helping Okala:

• understand customers better and identify the right problems earlier,
• make better decisions based on customer evidence,
• remove friction from key journeys,
• improve perceived customer value,
• and strengthen trust, satisfaction, retention, repeat usage, and loyalty.