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 / Benefits- Health, Vision, Dental
- Short & Long-Term Disability
- Performance Based Incentive Plans
- Generous PTO including volunteer time
- Up to 9.5% 401(k) employer contribution
- Mental health support
Responsibilities- Evaluate strategy options and support long-term business development decisions
- Aggregate and analyze CX portfolio data to inform strategic planning and leadership discussions
- Shape functional area plans with business leaders and track plan risks and off-track items
- Develop presentation materials for executive and Board communications
- Build business cases for complex experiences with metrics-driven assessments
- Promote and apply agile frameworks across large enterprises with actionable metrics
- Coordinate cross-team planning to align dependencies and track results
- Evaluate ROI of CX initiatives and ensure realization of benefits
- Lead capital planning and reporting with Finance and IT as needed
- Mentor less experienced team members and support transformation initiatives to drive change
Key requirements- Bachelor's or Master's Degree in Business, Marketing, Communications, or a related field
- 7+ years in customer experience, customer success, or related roles
- Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia
- Certifications in Customer Experience (e.g., CCXP) or related disciplines
- Proven track record of improving customer satisfaction and loyalty metrics
- Experience in cross-functional project management and leading CX initiatives
- Understanding of UX/UI principles and their impact on journeys
- Familiarity with Tableau or Power BI for data visualization
- Experience with journey mapping tools such as Miro or Visio
- Understanding of product development lifecycle
- Superior oral, written communication and presentation ability
- Advanced experience coordinating large-scale cross-team business and IT efforts
- Proven ability to analyze and communicate portfolio data and status
- Ability to work effectively in a dynamic, rapidly changing environment
- Ability to negotiate with business and IT partners on requirements and timeframes
- Knowledge of company's sales, marketing, and analytics preferred
- Knowledge of company's products, services, and systems preferred
- Strong communication skills
- Empathy and emotional intelligence
- Analytical thinking
- Salesforce
- Zendesk
- Qualtrics
