Manager, Customer Experience
Role Overview
Provide analytical leadership and shape customer experience strategy and long-term initiatives.
Use customer insights and analysis to develop solutions that improve business value and customer loyalty.
Key Skills for This Role
Full Job Posting
Role purpose
Provide analytical leadership and shape customer experience strategy and long-term initiatives.
Use customer insights and analysis to develop solutions that improve business value and customer loyalty.
Responsibilities
- Develop and refine CX analytical frameworks, methodologies, and tools.
- Introduce approaches to customer data analysis and insight generation.
- Identify emerging CX trends, technologies, and customer needs and drive innovation.
- Present analysis, strategic recommendations, and CX program updates to executives and the Board.
- Mentor and develop analysts and promote analytical excellence.
- Lead complex CX projects across Sales, Marketing, Operations, Technology, and Supply Chain.
Skills
- Deep knowledge of customer experience principles, journey mapping, design thinking, and best practices.
- Mastery of data analysis tools such as SQL, R, Python, or SAS; BI platforms such as Tableau or Power BI; CRM systems such as Salesforce; and Microsoft Office.
- Exceptional communication, presentation, and data visualization skills for executive audiences.
- Strong project management, organization, stakeholder influence, change leadership, mentorship, and team development skills.
Qualifications
- Bachelor's degree in a related discipline, or an additional four years of relevant experience in lieu of a degree.
- Seven or more years of experience.
- Certified Customer Service Manager (CCSM) certification is listed.
Travel and role information
Travel requirements are listed as 0–25%.
The requisition is for an existing vacancy.
Benefits
- Benefits include health and dental coverage, disability and life insurance, pension and savings plans, parental leave, employee assistance, and learning resources.
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