Customer Experience Manager

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Manager based in the United States.** The Customer Experience Manager will lead customer-centered research, experience analysis, and improvement initiatives that strengthen client outcomes and business performance. Working within an established enterprise Customer Experience (CX) strategy, you will guide projects from discovery and insight generation through recommendations, implementation support, and measurement. You will collaborate with leaders and teams across product, technology, operations, and frontline functions to identify experience gaps and develop practical, prioritized solutions. By combining qualitative research, quantitative analysis, journey mapping, and structured facilitation, you will help transform complex challenges into measurable improvements. This hands-on role requires the ability to influence stakeholders without direct authority while balancing customer needs with business priorities. The position is remote within the United States or EMEA, with periodic travel to Wilmington, Delaware, and other offices for key meetings and workshops. ### Accountabilities: You will apply established CX practices to complex business challenges, helping cross-functional teams understand customer needs, prioritize improvements, and measure their impact. Your responsibilities will include: - **Apply and evolve CX practices:** Use established methodologies, tools, templates, and standards consistently across initiatives. Adapt the level of rigor to each project's complexity, risk, scale, and customer impact, and recommend practical improvements to CX tools and processes based on experience. - **Conduct customer and stakeholder research:** Define research objectives and select appropriate qualitative, survey-based, operational, and existing-data inputs. Conduct customer and employee interviews, stakeholder interviews, focus groups, observations, and other research activities as needed. - **Generate actionable insights:** Develop unbiased research guides and materials, synthesize findings into meaningful themes, identify customer pain points and unmet needs, and connect feedback with operational data and business context to uncover root causes. - **Develop customer experience improvements:** Lead current-state and future-state journey mapping, service blueprinting, and process mapping to clarify customer needs, internal dependencies, handoffs, and ownership. - **Facilitate solution design and prioritization:** Lead design-thinking workshops, ideation sessions, and prioritization exercises. Help teams identify the process, technology, policy, data, governance, communication, and role changes needed to address experience gaps. - **Build actionable roadmaps:** Prioritize improvement opportunities according to customer impact, business value, risk, effort, and feasibility, translating findings into clear recommendations, requirements, and next steps. - **Facilitate cross-functional collaboration:** Design and lead workshops with senior leaders, product teams, technical specialists, operational teams, and frontline employees. Create structure in ambiguous situations, manage competing viewpoints, and guide participants toward decisions and shared ownership. - **Influence stakeholders:** Build credibility across teams and organizational levels, communicate CX concepts in language relevant to different audiences, and balance customer expectations with operational and commercial realities. - **Communicate findings effectively:** Prepare concise, executive-ready reports, presentations, and recommendations that make complex issues understandable without losing important insights. - **Measure customer and business outcomes:** Define appropriate experience, operational, and business measures; establish baselines; monitor progress; and assess whether improvements deliver the intended results. - **Demonstrate financial value:** Connect experience challenges and improvements to relevant outcomes such as productivity, rework, cost-to-serve, adoption, risk, retention, revenue, and margin. Help teams develop practical business cases for prioritized initiatives. - **Support implementation and continuous improvement:** Stay engaged throughout implementation to help preserve the intended customer outcomes while delivery ownership remains with the accountable business or product team. Support customer listening and closed-loop feedback mechanisms that turn recurring issues into prioritized improvements. **Requirements:** The ideal candidate is an experienced CX practitioner who combines strong research and analytical capabilities with structured problem-solving, excellent facilitation, and a clear understanding of business outcomes. The role requires the ability to lead complex initiatives independently and influence stakeholders across functions. Qualifications include: - 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 research planning, interviewing, synthesis, theme development, and translating findings into actionable recommendations. - Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer (VoC), survey design, and CX measurement. - Data fluency, including the ability to interpret survey findings, operational metrics, and dashboards; work confidently in Excel; combine qualitative and quantitative evidence; and recognize the limitations of available data. - Strong facilitation skills and the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization, and decision-making. - Demonstrated 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 customer experience challenges to underlying processes, technology, policies, data, governance, role clarity, and ownership. - Ability to link experience improvements to meaningful operational and financial outcomes. - Comfort learning technical concepts and partnering with product, engineering, technology, security, and operational teams; a technical background is not required. - Experience managing multiple complex initiatives and stakeholders while maintaining attention to detail, organization, and follow-through. - Availability to work onsite periodically at the Wilmington, Delaware office and other company offices for key meetings, workshops, planning sessions, and business needs. - **Preferred:** Experience with collaborative workshop and journey-mapping tools such as Miro, Mural, or similar platforms. - **Preferred:** Familiarity with survey, feedback, and research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting, or equivalent tools. - **Preferred:** Experience with analytics and visualization platforms such as Power BI, Tableau, or comparable solutions. - **Preferred:** Familiarity with enterprise workflow tools such as ServiceNow or SharePoint. - **Preferred:** Experience using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation, and communication, with appropriate human judgment and validation. - **Preferred:** Familiarity with change management and adoption principles; formal certification is not required. - **Preferred:** CX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research, or related methodologies. Successful candidates will also demonstrate the following capabilities: - **Client-first mindset:** Keep the customer's perspective central to decisions and seek ways to reduce friction and prevent customers from having to repeat themselves. - **Continuous discovery:** Engage directly with customers and frontline teams to understand the underlying problem before developing solutions. - **Focus on outcomes:** Evaluate success based on measurable improvements in customer experience and business performance rather than the number of workshops or deliverables completed. - **Influence without authority:** Align product, operations, and technology teams around shared customer outcomes without directly owning their roadmaps. - **Clarity in ambiguity:** Structure unclear problems so priorities, responsibilities, and next decisions are visible to everyone involved. - **Courage and candor:** Challenge assumptions with evidence and give and receive honest feedback, including with senior leaders. - **Business translation:** Turn customer insights into actionable priorities and business value that leaders can understand and support. - **Drive and continuous learning:** Bring energy, curiosity, and a willingness to learn while contributing to a culture that values growth, collaboration, trust, and care. **Benefits:** - **Estimated annual salary range:** $98,934.20–$108,288.08. - Compensation decisions depend on factors including work location, knowledge, and experience. - Remote work arrangement available within the United States or EMEA. - Opportunities to collaborate with cross-functional teams and influence enterprise-wide customer experience initiatives. - A role focused on professional growth, continuous learning, and measurable business impact. - A collaborative culture centered on trust, unity, growth, and care.