Senior Manager, Customer Experience Strategy
New
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.Full-TimeManager
Salary$126,000—$202,500 USD
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Job Details
- Experience
- 8+ years
- Required Skills
- Market ResearchCRM
Requirements
- 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research in a B2B SaaS or enterprise technology company.
- Demonstrated hands-on experience working with AI tools applied to customer understanding, including LLM-based analysis and AI-moderated research.
- Experience designing and managing global VoC programs, NPS, CSAT, and event-based listening programs.
- Strong analytical skills with experience interpreting complex quantitative and qualitative data and statistical techniques.
- Experience building and managing a CX or feedback technology platform such as Qualtrics or Medallia.
- Proven ability to influence senior and cross-functional stakeholders without direct authority.
- Exceptional written and verbal communication skills with the ability to distill complex data into clear narratives.
- Entrepreneurial mindset with a track record of building programs and systems from the ground up.
Responsibilities
- Operate a world-class AI-powered customer listening infrastructure.
- Design and run Voice of Customer programs, NPS, CSAT, CES, transactional and relationship surveys, augmented by AI.
- Drive the implementation and ongoing management of a centralized experience platform consolidating all feedback channels.
- Serve as the internal system owner and subject matter expert for Qualtrics, overseeing survey architecture and platform roadmap.
- Translate complex quantitative and qualitative data into compelling narratives to influence executive decision-making.
- Design and operate a tiered closed-loop system to triage and resolve customer friction points.
- Facilitate cross-functional insight reviews and action-planning sessions with internal stakeholders.
- Evaluate, onboard, and operationalize emerging AI tools for CX intelligence.
- Hire, develop, and lead a high-performing, inclusive team.
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