Manager, Customer Experience
Role Overview
Provide analytical leadership and drive impact on the company's customer experience strategy.
Develop customer insights, translate data into actionable strategies, and advance customer loyalty and business value.
Key Skills for This Role
Full Job Posting
Role purpose
Provide analytical leadership and drive impact on the company's customer experience strategy.
Develop customer insights, translate data into actionable strategies, and advance customer loyalty and business value.
Responsibilities
- Develop and refine CX frameworks, methodologies, and tools to improve processes, measurement, and decision-making.
- Introduce innovative approaches to customer data analysis and insight generation.
- Identify CX trends, technologies, and evolving customer needs, and drive innovation and thought leadership.
- Present complex analyses, recommendations, and CX program updates to executive leadership and the Board.
- Influence decisions shaping customer-centric culture and business strategy.
- Mentor and develop analysts and foster analytical excellence and continuous improvement.
- Lead cross-functional CX projects with Sales, Marketing, Operations, Technology, and Supply Chain.
Skills and certification
- Deep understanding of customer experience principles, journey mapping, design thinking, and best practices.
- Knowledge of business intelligence platforms, CRM systems such as Salesforce, and Microsoft Office Suite.
- Strong communication, presentation, and data visualization skills for executive audiences.
- Strong project management and organizational skills.
- Ability to influence senior leaders, drive change, and build consensus among diverse stakeholders.
- Strong leadership, mentorship, and team development skills.
- Certified Customer Service Manager (CCSM).
Education and experience
- Bachelor's degree in a related discipline or an additional 4 years of relevant experience in lieu of the degree.
- 7+ years of experience.
Travel
Travel requirement is 0–25%.
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