Customer Experience Manager – Technology Integration

Role Objective

We are looking for a Customer Experience professional with strong technology orientation

to design and deliver immersive, tech-enabled customer journeys across digital, pre-site,

and on-site touchpoints.

This role will define Customer experience processes, identify market-ready technology

solutions, and integrate them with CRM and sales systems to improve customer

engagement, decision-making, and conversions.

The role acts as the CX business owner for technology adoptionworking closely with

marketing, sales, IT, and external vendorsnot as a product builder or developer.

Key Responsibilities

Customer Experience Design

Own and design end-to-end customer journeys across digital, pre-site, site visit, and

sales stages

Map customer touchpoints and define CX frameworks, SOPs, and engagement flows

Identify moments where technology can simplify choices and enhance clarity for

premium buyers

Technology Integration (Market-Ready Tools)

Identify, evaluate, and integrate AI tools, chatbots, CRM, Martech, VR/AR, and sales

enablement platforms

Ensure seamless integration with CRM and lead management systems

Collaborate with internal teams and vendors for smooth implementation and

scalability

Chatbot-Led Pre-Site Engagement

Design chatbot journeys for lead qualification, project discovery, appointment

booking, and pre-visit readiness

Optimize flows to improve lead quality, visit preparedness, and conversion rates

Vendor & Stakeholder Management

Onboard and manage technology vendors and solution partners

Own scope, timelines, commercials, and performance metrics

Act as the bridge between vendors, CX goals, and business teams

Business & Marketing Alignment

Align CX initiatives with marketing, sales, and brand experience objectives

Track CX metrics such as engagement, dwell time, lead-to-visit conversion, and

feedback

Support experience centres, launches, and digital campaigns with tech-enabled CX

solutions

Ideal Candidate Profile

Experience

46 years in Customer Experience, Martech, CRM, Digital Marketing, IT Solutions, or

CX Transformation

Experience integrating third-party / market-ready technology tools

Background in SaaS, IT services, digital agencies, Martech, or CX consulting preferred

Skills

Strong customer journey mapping & CX process design capability

High technology fluency (AI tools, chatbots, CRM, marketing automation, analytics)

Ability to evaluate tools for CX impact, usability, and business value

Vendor management, negotiation, and stakeholder coordination

Solid understanding of lead funnels, conversion metrics, and customer behaviour

What This Role Is / Is Not

Designs CX processes and engagement frameworks

Integrates existing market-ready tech solutions

Owns CX technology adoption from a business lens

Does not build products or write code

Does not own core IT infrastructure development