Senior Manager, Customer Experience

Role Overview

The Senior Manager, Customer Experience is responsible for leading the Customer Experience Transformation Office, including execution of customer and partner feedback, churn insights, customer journey, and engagement strategies, performance, and measuring results.

What You Will Do

Oversee the Voice of Customer (VoC) portfolio, develop churn analysis and insight capabilities, develop customer engagement programs, and translate customer, partner, journey, and churn data into executive-ready insights and recommendations.

Why It Might Be a Fit

The ideal candidate will have experience leading people, designing and managing Voice of Customer programs, analyzing churn, and developing customer journey maps. They will also have outstanding analytical, critical thinking, and problem-solving skills, as well as excellent oral and written communication skills.

Requirements

• Bachelor’s degree or equivalent experience
• Typically 5–7 years of experience in customer experience, Voice of Customer, customer insights, Customer Success, or a related field
• Experience leading people, designing and managing Voice of Customer programs, analyzing churn, and developing customer journey maps
• Outstanding analytical, critical thinking, and problem-solving skills
• Excellent oral and written communication skills
• Experience with customer engagement, survey, and feedback management platforms
• Customer experience certification, such as Certified Customer Experience Professional (CCXP)
• Demonstrated fiscal responsibility and accountability in managing team budgets
• Outstanding business and technology acumen with a strong customer service orientation
• Demonstrated ability to coach, mentor, and provide timely, constructive feedback to team members at varying stages of development

Benefits

• Opportunities for career growth and development