Senior Manager, Customer Experience
Core
Building a proactive customer experience engine by synthesizing Voice of Customer data, complaints, and escalations to drive end-to-end process, technology, and product improvements.
Role type
Senior Manager, Customer Experience
Builds
CX processes, tools, and voice-of-customer channels
Domain
Life insurance technology
Required skills
Customer experience leadership, Voice of Customer platform management, operational team leadership, insights-to-roadmap process execution, cross-functional influence, data-driven prioritization
Preferred skills
None stated
Technologies
None stated
Responsibilities
Own and execute a prioritized CX roadmap spanning process, technology, product, and marketing; Synthesize customer insight across VoC data, complaints, and escalations into a clear point of view; Validate VoC platform taxonomy and reporting; Lead operational teams to resolve complex customer issues and implement root-cause fixes; Align process and insights across stakeholders to build feedback loops into the CX roadmap
Seniority
Senior, hands-on IC with people leadership
