Senior Customer Experience Manager (R-19304)

Essential Key Responsibilities

• Conduct organizational assessments through stakeholder engagement across the ecosystem.
• Develop and execute Customer Experience strategies aligned with corporate priorities.
• Lead Customer Experience transformation planning, including pilots, communication, training, engagement, metrics, and governance reviews.
• Own CX governance model, ensuring accountability, performance tracking, and executive visibility.
• Establish advanced VoC strategy and analytics, ensuring insights influence executive decisions and product roadmap planning.
• Provide thought leadership and coaching to senior stakeholders and business leaders to increase CX maturity.
• Oversee customer journey architecture and continuous improvement across critical journeys.
• Partner with Product, Client Success, Marketing, and Operations leadership to integrate CX into operating models.
• Additional duties as assigned.

Education and Experience

• Bachelor’s Required
• 8 to 12 years of experience

Essential Skills and/or Certifications

• Bachelor’s degree in Business Administration, Marketing, or related disciplines.
• At least 8 years of experience in supporting customer experience strategy
• Strategic agility with the ability to align CX initiatives to enterprise priorities.
• Strong group facilitation skills with the ability to guide co-creation and stakeholder alignment.
• Advanced data interpretation skills to translate insights into CX actions.
• Design Thinking / Human-Centered Design experience.
• Ability to create visual models and artifacts that translate concepts into actionable designs.
• Customer Journey Mapping expertise using data and research to identify gaps and opportunities.
• Strong strategic thinking and executive communication skills.
• Experience driving transformation in complex, global organizations.
• Strong stakeholder management and influencing skills at senior levels.
• CCXP certification preferred.
• Proficiency in Microsoft Office Suite skills
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.
• Willingness to travel internationally as required.