Senior Manager, Customer Experience
E
EthosLife Insurance Technology
Remote USFull-TimeManager
Salary122,000 - 170,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years
- Required Skills
- People ManagementSalesforceCRMData analytics
Requirements
- 8+ years of experience leading customer experience or analytics/insight-driven functions.
- Demonstrated ability to scale a customer experience function.
- Track record of standing up or running a structured insights-to-roadmap process.
- Success influencing roadmap prioritization across product, engineering, or other functional leaders.
- Proficiency in pulling and validating core reporting directly from CRM and support platforms.
- Experience owning or deeply using a Voice of Customer or comparable insight platform.
- People leadership experience managing a multi-function team with distinct operational workstreams.
Responsibilities
- Own and execute a prioritized CX roadmap across process, technology, product, and marketing.
- Synthesize end-to-end customer insights from Voice of Customer data, complaints, and escalations.
- Manage the Voice of Customer platform, including taxonomy validation and reporting evolution.
- Define and evolve the service channel strategy, balancing live support, self-service, and automation.
- Lead CX operational teams, building scalable systems, processes, and structures.
- Partner with cross-functional teams on customer surveying strategy and platform administration.
- Perform hands-on data analysis and reporting directly from Salesforce and support platforms.
View Full Description & ApplyYou'll be redirected to the employer's site
