Customer Experience & Digital Transformation Lead… at IBM · Prilly

We are seeking an experienced Customer Experience & Commercial Transformation Lead to drive customer-centric growth across a B2B business environment. This role is responsible for shaping customer engagement strategies, optimizing customer journeys, leveraging data and digital capabilities, and accelerating business growth through transformational initiatives. The successful candidate will bring extensive expertise in customer experience, commercial strategy, digital transformation, and stakeholder leadership. They will partner closely with Sales, Marketing, Customer Service, Digital, and Business teams to deliver measurable improvements in customer satisfaction, loyalty, and commercial performance. Key Responsibilities * Define and execute customer experience and engagement strategies aligned with business objectives. * Design, optimize, and continuously improve end-to-end customer journeys. * Lead customer-centric transformation programs that drive commercial growth and operational excellence. * Translate customer insights, market trends, and business needs into actionable growth opportunities. * Establish customer experience KPIs, measurement frameworks, and reporting mechanisms. * Drive adoption of digital engagement platforms, CRM capabilities, AI-powered solutions, and data-driven decision-making. * Collaborate with cross-functional teams to deliver innovative customer solutions and improve business performance. * Build and embed customer-centric practices, governance, and operating models across the organization. * Influence senior stakeholders and leadership teams to champion customer-focused transformation. * Lead change management initiatives and capability-building programs across teams and markets.

What we offer: * Individual career path * Access to countless trainings and certification offerings * A knowledge sharing culture * An environment where you are actively contributing your ideas * The possibility to work in projects in one of the largest IT companies