<li>Support for Adoption, Enablement and Change Measures</li>

Project / Role: We are looking for an experienced Customer Experience & Quality Manager (m/f/d) for a client to support an ongoing IT outsourcing migration programme focusing on customer journey, feedback processes and quality assurance throughout the migration. Remote from DACH possible, at least 2 days on-site in Zurich. (Ref.No: 924890KS).

Main tasks:

• Establishment and management of the Customer Experience & Quality sub-area within the framework of customer migrations
• Definition and further development of an end-to-end customer migration journey (before, during and after the migration)
• Identification of relevant touchpoints and "moments that matter" along the migration
• Development and implementation of a structured listening and feedback strategy (e.g. interviews, surveys, focus groups)
• Derivation of concrete improvement measures from customer and user feedback
• Design and implementation of a target group-oriented communication strategy towards customers and internal stakeholders
• Further development and management of a quality gate model for migration execution
• Definition and establishment of quality criteria, decision logics and escalation paths
• Analysis and improvement of the internal user experience in dealing with new processes and tools
• Support for adoption, enablement and change measures
• Integration of CX and QM frameworks into governance, role models and process landscapes
• Knowledge transfer to internal project, product and application owner roles

Requirements:

• Several years of experience (ideally 8-10 years) in customer experience, service transformation or quality management
• Experience in IT outsourcing, transition or service transformation environments
• Solid methodological competence in building and analysing customer journeys as well as feedback and listening approaches
• Very good understanding of ITSM processes and service management structures
• Experience in complex stakeholder environments with customer contact
• Ability to operationalise concepts pragmatically and implementation-oriented
• Experience in building frameworks, standards and governance structures

Languages:

• German – Business fluent (native language)
• English – Fluent in spoken and written

Reference no.: 924890KS
Role: Senior Customer Experience & Quality Manager / ITSM/VOC/ IT Outsourcing Migrations
Location: Zurich and region
Workload: 100% (Remote from DACH possible, at least 2 days on-site in Zurich)
Start: ASAP
End: 31.12.2026

If this position has aroused your interest, please send us your complete dossier via the link in this advertisement. If this position does not fit your profile well and you wish to receive other positions directly, you can also send us your dossier via this advertisement or to jobs[at]itcag[dot]com.
Contact us for more information about our company, our positions or our attractive payroll-only programme: +41 41 760 77 01. About us:

ITech Consult is a Swiss company certified according to ISO 9001:2015 with branches in Germany and Ireland. ITech Consult specialises in the placement of IT candidates for contract work. We were founded in 1997 by IT professionals and therefore know how important professional support is when searching for and working on projects.

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