Overview As Sr. CX Manager, you translate customer insights into actionable opportunities that improve outcomes and drive Value Stream goals. You'll collaborate with business, operations, and tech partners to identify experience improvements and support strategic initiatives focused on growth, persistency, and efficiency. Through journey analysis and portfolio reporting, you ensure decisions are informed by customer needs. You'll champion customer-centric practices and enable data-driven transformation across a matrixed organization. Compensation / BenefitsHealth, Vision, DentalShort & Long-Term DisabilityPerformance Based Incentive PlansGenerous PTO including volunteer timeUp to 9.5% 401(k) employer contributionMental health support ResponsibilitiesEvaluate strategy options and support long-term business development decisionsAggregate and analyze CX portfolio data to inform strategic planning and leadership discussionsShape functional area plans with business leaders and track plan risks and off-track itemsDevelop presentation materials for executive and Board communicationsBuild business cases for complex experiences with metrics-driven assessmentsPromote and apply agile frameworks across large enterprises with actionable metricsCoordinate cross-team planning to align dependencies and track resultsEvaluate ROI of CX initiatives and ensure realization of benefitsLead capital planning and reporting with Finance and IT as neededMentor less experienced team members and support transformation initiatives to drive change Key requirementsBachelor's or Master's Degree in Business, Marketing, Communications, or a related field7+ years in customer experience, customer success, or related rolesExperience with CX platforms such as Salesforce, Zendesk, Qualtrics, or MedalliaCertifications in Customer Experience (e.g., CCXP) or related disciplinesProven track record of improving customer satisfaction and loyalty metricsExperience in cross-functional project management and leading CX initiativesUnderstanding of UX/UI principles and their impact on journeysFamiliarity with Tableau or Power BI for data visualizationExperience with journey mapping tools such as Miro or VisioUnderstanding of product development lifecycleSuperior oral, written communication and presentation abilityAdvanced experience coordinating large-scale cross-team business and IT effortsProven ability to analyze and communicate portfolio data and statusAbility to work effectively in a dynamic, rapidly changing environmentAbility to negotiate with business and IT partners on requirements and timeframesKnowledge of company's sales, marketing, and analytics preferredKnowledge of company's products, services, and systems preferredStrong communication skillsEmpathy and emotional intelligenceAnalytical thinkingSalesforceZendeskQualtrics
Not specified in the original listing.
Not specified in the original listing.
