Customer Experience Program Manager (Lead) (w/m/d) / 21535
Core
Lead the end-to-end Customer Experience (CX) program across all business units, establishing governance, reporting, and risk management processes while driving ROI and success metrics for CX initiatives.
Role type
Senior Program Manager (CX Strategy & Governance)
Builds
Cross-functional CX workstreams, customer portals, marketing campaigns, and customer insights programs
Domain
Corporate Training & Education / B2B Services
Required skills
CX program management, cross-functional coordination, governance model design, business case development, ROI analysis, stakeholder management, risk management, CRM platform experience, English (fluent)
Preferred skills
CX consulting background, CX strategy experience, B2B program management, team leadership
Technologies
CRM systems, CX platforms
Responsibilities
Steer and prioritize the CX program across all business units; Coordinate cross-functional workstreams with IT, Marketing, Sales, and Operations; Establish CX governance models including reporting and risk management processes; Develop business cases and track ROI for CX initiatives; Mentor CX team leads in strategic change processes