Customer Experience Manager

Role Overview

The Customer Experience Manager leads the measurement and insights strategy, driving customer-centric decisions through analytics, research, and actionable recommendations. Partners with business, operational, and digital transformation leaders to improve customer experiences, influence product and service strategies, and implement data-driven solutions.

What You Will Do

Conduct qualitative and quantitative research, translating findings into actionable insights and business recommendations. Perform advanced customer experience analyses to identify trends, root causes, and key experience drivers, uncovering opportunities to improve customer outcomes and organizational performance.

Why It Might Be a Fit

Champion a customer-centric approach, leveraging customer insights to influence business decisions and drive experience improvements. Synthesize customer feedback, operational data, and performance metrics into actionable insights, facilitating stakeholder reviews to prioritize opportunities, address root causes, and drive continuous improvement across the customer lifecycle.

Requirements

• Bachelor’s degree in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology
• 5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets
• Deep understanding of common CX metrics and measurement systems (NPS, CES, etc.)
• Experience delivering data and/or digital based solutions that have a direct impact on customer experience
• Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus
• Strong business, financial and digital acumen
• Results oriented with strong people, leadership and change management skills
• Strong problem solving and critical thinking ability
• Excellent time management and organizational skills to be able to balance multiple competing priorities
• Experience executing on technical process oriented projects
• Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery
• Demonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders

Benefits

• Healthcare benefits (health, vision, dental)
• Insurance benefits (short & long-term disability)
• Performance-based incentive plans
• Paid time off
• 401(k) retirement plan with an employer match up to 5%
• Additional 4.5% contribution to 401(k) plan
• Mental health support
• Career advancement opportunities
• Student loan repayment options
• Tuition reimbursement
• Flexible work environments

Tagged as: Change Management, Data Analysis, SQL, Tableau