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**Title:** მომხმარებლის გამოცდილების ლიდი (Customer Experience Lead)
**Company:** Cellfie Mobile
**Location:** Tbilisi, Georgia
**Job Description:**
* Develop and implement a company-wide Customer Experience (CX) strategy.
* Create and improve customer journey maps.
* Coordinate CX initiatives with Tech, Marketing, Digital, Retail, and Call Center teams.
* Manage and develop the CX team.
* Analyze customer feedback, NPS, and CSAT data.
* Present actionable insights and recommendations to top management.
* Define and implement service development strategies for call center and retail channels.
* Create, implement, and manage a service quality monitoring system (QA Framework).
* Define quality assessment criteria for call center and retail teams and ensure regular audits.
* Strengthen customer-centric corporate culture.
* Define and monitor CX standards and processes.
**Qualifications:**
* 5+ years of experience in Customer Experience, Customer Strategy, or Service Design.
* Minimum 2+ years of experience in a strategic or managerial position.
* Experience in managing CX transformations or company-wide initiatives.
* Experience with Customer Journey Mapping, CX Analytics, and Voice of Customer programs.
* Experience in making business decisions based on NPS and CSAT data.
**What Cellfie Mobile Offers:**
* Global partnerships.
* Fast decision-making.
* Results-oriented culture.
* Space for initiative and real impact on the business.
**Application Deadline:** March 10, 2026.
**Additional Information:**
Being a “Cellfie Mobile” employee means working with high standards of business ethics and loyalty to the company’s values and code of conduct, supporting compliance policies and procedures.
**Company Values:** Focus on people, search for innovation, responsibility, teamwork, and integrity, driving the company’s success and aspiration for leadership.
Integrity requires acting ethically, impartially, and openly.