Customer Experience Manager
New
J
JobgetherCustomer experience
The position is remote within the United States or EMEA.Full-TimeManager
Salary98,934.2 - 108,288.08 USD per year
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Job Details
- Experience
- At least five years of professional experience in Customer Experience.
- Required Skills
- Microsoft Excel
Requirements
- At least five years of professional experience in Customer Experience.
- A bachelor's degree or an equivalent combination of relevant professional experience, training, and demonstrated capability.
- Proven experience independently leading customer research, journey mapping, experience design, and insight-driven improvement initiatives.
- Strong qualitative research skills, including planning, interviewing, synthesis, theme development, and translating findings into recommendations.
- Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer, survey design, and CX measurement.
- Ability to interpret survey findings, operational metrics, and dashboards; work confidently in Excel; combine qualitative and quantitative evidence; and recognize data limitations.
- Strong facilitation skills and ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization, and decision-making.
- Ability to influence stakeholders, build alignment, and drive shared decisions without formal authority.
- Excellent written, visual, and verbal communication skills, including executive-level reporting and presentation development.
- Ability to connect CX challenges to processes, technology, policies, data, governance, role clarity, ownership, and financial or operational outcomes.
- Experience managing multiple complex initiatives and stakeholders with attention to detail, organization, and follow-through.
- Availability for periodic onsite work at the Wilmington, Delaware office and other company offices.
Responsibilities
- Apply established CX methodologies, tools, templates, and standards, and recommend practical improvements to CX practices.
- Define research objectives and conduct customer, employee, and stakeholder interviews, focus groups, observations, and other research activities.
- Synthesize research findings, identify customer pain points and unmet needs, and connect feedback with operational data and business context.
- Lead current- and future-state journey mapping, service blueprinting, and process mapping.
- Facilitate design-thinking workshops, ideation, and prioritization to identify changes needed to address experience gaps.
- Translate findings into prioritized recommendations, requirements, roadmaps, and next steps.
- Lead cross-functional workshops and guide participants toward decisions and shared ownership.
- Prepare executive-ready reports, presentations, and recommendations.
- Define measures, establish baselines, monitor progress, and assess customer, operational, and business outcomes.
- Support implementation and customer listening mechanisms while delivery ownership remains with the accountable business or product team.
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