Customer Experience Manager

Job Summary

Leading customer research and experience analysis, the full-time remote Customer Experience Manager will apply established CX methodologies to enhance customer outcomes and business performance while collaborating with cross-functional teams.

Key responsibilities

• Apply and evolve CX practices by utilizing established methodologies and tools across initiatives
• Conduct qualitative research, including interviews and focus groups, to gather insights and identify customer needs
• Facilitate workshops and working sessions to guide cross-functional teams in decision-making and prioritization of improvements

Required qualifications

• 5+ years of professional experience in Customer Experience
• Bachelor's degree or equivalent combination of relevant experience and training
• Demonstrated experience in leading customer research, journey mapping, and insight-driven improvement initiatives
• Working knowledge of customer journey mapping, service blueprinting, and customer experience measurement
• Strong facilitation skills with the ability to influence stakeholders without direct authority