Customer Experience Manager

About the Job

We’re looking for a hands-on Digital Customer Experience Manager to help build the future customer experience at Orbit Mobile.

This is not a traditional contact centre management role. Customer support is part of the role, but the priority is to create a customer experience so simple, intuitive and proactive that customers need less support in the first place.

You will own and improve the end-to-end customer journey across app, website, purchase, onboarding, activation, self-service, customer support, refunds, retention and repeat purchase. You will use data, AI, automation and customer insight to identify friction, improve conversion, reduce avoidable contacts and create a better experience for global travellers.

We need someone who is AI-curious, data-driven, commercially aware and hands-on. Someone who has already used AI, automation or digital tools to improve customer operations or customer experience, and who is excited by the opportunity to bring new technology and best practice into Orbit Mobile.

This is a builder role. You will manage outsourced support performance, but you will also get into the detail yourself: reviewing journeys, analysing data, testing tools, improving workflows, building insight, writing playbooks and working with product, technology, marketing and commercial teams to make every step of the customer journey better.

Key Responsibilities

Digital customer journey and CX vision

• Own the end-to-end digital customer journey across discovery, purchase, onboarding, activation, usage, support, refunds, retention and repeat purchase.
• Identify friction points across the app, website, support flows, customer communications and product journeys.
• Build a clear CX improvement roadmap based on customer data, customer feedback, commercial priorities and best practice from across industries.
• Help Orbit Mobile create a customer experience that is simple, proactive, personalised and low-touch.
• Improve funnel conversion by identifying where customers get confused, drop off, contact support, fail to activate or request refunds.
• Work with product, technology and marketing teams to make the customer journey clearer before customers need to contact support.
• Bring external CX best practice into Orbit Mobile and help us build one of the best digital customer experiences in travel connectivity.

AI, automation and self-service

• Use AI, automation and self-service to reduce avoidable support demand and improve customer outcomes.
• Identify, test and implement AI or digital tools that improve customer operations and the wider customer journey.
• Improve how we use Freshdesk, Freddy AI and related tools today, while helping shape the future digital experience.
• Build or configure workflows, knowledge base journeys, agent prompts, ticket summaries, triage rules and customer-facing self-service improvements.
• Use AI to support smarter ticket routing, sentiment analysis, customer handoffs, agent guidance and root-cause detection.
• Make sure AI and automation are built on clean data, strong knowledge content and clear customer journeys.
• Create clear human escalation paths where AI should not handle the customer issue.

Data, insight and performance

• Own key customer experience and support metrics, including CSAT, NPS, contact rate, first response time, resolution time, refund rate, repeat contact, activation failure, churn and repeat purchase.
• Use customer data daily to identify root causes, customer pain points, journey gaps and operational inefficiencies.
• Build insight from tickets, chats, app reviews, refund reasons, customer feedback, behavioural data and support trends.
• Build simple dashboards and reporting that show what is happening, why it is happening, what needs to change and what impact changes are having.
• Turn customer insight into clear actions for product, technology, marketing, commercial teams, BPO partners and leadership.
• Prioritise improvements based on customer impact, commercial value and speed of delivery.
• Track the impact of improvements on conversion, activation success, support demand, refunds, retention and repeat purchase.

Customer operations and outsourced support

• Manage the performance of our outsourced support team across ticket handling, live chat, email and other support channels.
• Improve BPO reporting, QA, escalation processes, incident visibility and agent knowledge.
• Build clear workflows, SOPs and knowledge base content that help agents resolve issues quickly and consistently.
• Ensure customers receive human, helpful and context-aware responses, not robotic or repetitive replies.
• Reduce repeat contacts by fixing root causes, not just improving response times.
• Create stronger feedback loops between outsourced support, internal teams and product decision-making.
• Make the outsourced support team a source of customer insight, not just a team that answers tickets.

Knowledge base and customer self-service

• Build and maintain a strong knowledge base for customers, agents and AI tools.
• Audit existing help content and remove duplication, outdated guidance and confusing instructions.
• Use support data to identify missing or weak content.
• Create self-service journeys that help customers solve issues before they need human support.
• Structure knowledge content so AI tools can use it accurately.
• Continuously improve help content based on customer behaviour, ticket trends and product changes.

Cross-functional customer ownership

• Act as the voice of the customer across Orbit Mobile.
• Work closely with product, technology, marketing, commercial, data and external partners to improve the full customer journey.
• Translate customer pain points into product requirements, journey improvements, operational changes and commercial opportunities.
• Support platform migration and future propositions by making sure new capabilities are designed around customer needs.
• Help Orbit Mobile improve activation, conversion, retention and repeat purchase through better customer experience.

What We’re Looking For

Must-Haves

• Strong experience in digital customer experience, customer operations, customer journey or digital support roles.
• Proven experience using AI, automation or digital tools to improve customer operations or customer experience.
• Strong contact centre or support operations background, including outsourced or 24/7 support environments.
• Strong data and insight capability. You should be confident analysing customer data, identifying root causes and turning insight into action.
• Experience improving digital journeys across app, web, onboarding, self-service or customer support.
• Strong commercial awareness. You should understand how CX affects conversion, activation, refunds, repeat purchase, churn, CAC and brand trust.
• Hands-on experience with Freshdesk, Zendesk, Intercom or similar customer platforms. Freshdesk knowledge is valuable, but building the future customer experience is more important.
• Builder mindset. You should be comfortable testing tools, configuring workflows, writing playbooks, building reports and improving processes yourself.
• Ability to work cross-functionally with product, technology, marketing, commercial, data and outsourced teams.
• Curiosity about AI, new technology and how customer expectations are changing.
• Strong communication skills, with the ability to turn data and customer insight into clear recommendations.

Nice-to-Haves

• Experience in travel, telecoms, eSIM, fintech, subscription, marketplace or app-based businesses.
• Experience with Freddy AI or other AI-enabled support tools.
• Experience with customer journey analytics, app analytics, customer feedback tools or voice-of-customer programmes.
• Exposure to fraud, payment disputes, chargebacks or regulatory complaint handling.
• Experience improving conversion, activation, retention or repeat purchase through CX improvements.
• Experience working in a startup, scale-up or fast-moving digital business.

What good looks like

In the first six months, you will have:

• Built a clear map of the end-to-end customer journey.
• Identified the biggest drivers of failed activation, refunds, repeat contact and customer confusion.
• Improved BPO reporting, QA and escalation processes.
• Improved Freshdesk and AI-enabled workflows, including summaries, triage, knowledge suggestions and reporting.
• Built a stronger knowledge base for customers, agents and AI tools.
• Created a live customer insight loop across tickets, chats, app reviews, refunds and direct feedback.
• Built dashboards that show customer journey performance, support trends and improvement opportunities.
• Delivered measurable improvements in support performance, customer experience and operational efficiency.
• Reduced avoidable support demand by improving upstream journeys and self-service.
• Built a prioritised CX roadmap with product, technology, marketing and commercial teams.

Why join Orbit Mobile?

Orbit Mobile is building a new kind of travel connectivity business. We are moving beyond traditional roaming and building a smarter, more personalised customer experience for global travellers.

This is a rare opportunity to shape the customer experience from the ground up. You will have ownership, autonomy and the chance to build something that can scale globally.

If you are excited by AI, data, customer journeys, digital experiences and building better ways for customers to interact with a brand, we would love to hear from you.