Senior Manager, Customer Experience
Core
Building a proactive customer experience engine by synthesizing voice-of-customer data, complaints, and insights to drive end-to-end improvements in life insurance operations.
Role type
Senior Manager, Customer Experience
Builds
CX processes, tools, voice-of-customer channels, and service channel strategies for a life insurance technology platform.
Domain
Life insurance technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
CX roadmap execution, Voice of Customer platform ownership, service channel strategy definition, cross-functional influence, data validation from CRM/support platforms, multi-function team leadership
Preferred skills
Scaling CX functions, structured insights-to-roadmap processes, hands-on data analysis
Technologies
Salesforce
Responsibilities
Own and execute a prioritized CX roadmap spanning process, technology, product, and marketing; synthesize customer insights from VoC data, complaints, and escalations; validate VoC platform taxonomy and reporting; define service channel mix (live, self-service, automation); lead CX operational teams; partner on customer surveying strategy; personally pull and validate core reporting from Salesforce and other platforms.
Seniority
Senior, hands-on IC with people leadership
