Senior Customer Experience Manager
Core
Translates customer insights and experience data into actionable opportunities to improve customer outcomes and support Value Stream objectives.
Role type
Senior Customer Experience Manager (Strategy & Operations)
Builds
Customer-centric practices, strategic initiatives, and measurable business outcomes
Domain
Insurance / Employee Benefits / Customer Experience
Deliverable
dashboards & analysis
Required skills
Strategic planning, data analysis, stakeholder management, cross-functional leadership, change management, financial feasibility assessment, portfolio reporting, journey mapping, UX/UI principles
Preferred skills
Knowledge of sales/marketing/analytics, product development lifecycle, company systems
Technologies
Salesforce, Zendesk, Qualtrics, Medallia, Tableau, Power BI, Miro, Visio
Responsibilities
Lead aggregation and analysis of CX portfolio data for senior leadership; develop presentation materials for Board of Directors; partner with business leaders to shape functional area business plans; evaluate ROI for complex projects; facilitate cross-team planning and dependency management; train and mentor team members.
Seniority
Senior, hands-on IC with strategic influence
