Customer Experience Manager

Join our Customer Experience Strategy team as a Customer Experience Manager. In this cross-functional role, you will shape how our organization understands, prioritizes, and improves the end-to-end customer experience. You will develop a comprehensive customer listening strategy, leverage AI-powered insights, and collaborate closely with various teams to drive improvements across the entire customer lifecycle. Success in this role requires strong analytical skills, customer empathy, executive communication, and the ability to influence stakeholders without direct authority.

• Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs, creating a holistic understanding of customer sentiment and experience.
• Develop scalable approaches for combining structured and unstructured customer signals into a unified view of the customer experience, leveraging AI and emerging technologies.
• Synthesize customer signals across multiple touchpoints and functions to uncover systemic issues that may not be visible within individual teams, and translate customer insights into clear, compelling recommendations.
• Familiarity with AI-enabled research, text analytics, sentiment analysis, or other approaches for analyzing unstructured customer feedback
• 6+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or a related discipline within a B2B SaaS or enterprise environment
• Experience managing closed-loop feedback programs and customer recovery processes
• Demonstrated ability to synthesize quantitative and qualitative customer data into actionable insights and recommendations
• Proven ability to influence stakeholders and drive alignment across complex, cross-functional environments
• Experience working with customer feedback platforms such as Medallia, Qualtrics, or similar experience management solutions
• Ability to manage multiple priorities and operate effectively in a fast-paced environment
• Experience designing and operating customer listening programs and translating customer feedback into business action
• Strong analytical, communication, and storytelling skills, including experience presenting insights to senior leaders and executive audiences
• Experience applying GenAI, machine learning, or advanced analytics techniques to customer feedback analysis and insight generation
• Experience building or enhancing customer listening frameworks, feedback taxonomies, or customer intelligence programs
• Understanding of customer experience metrics, benchmarking methodologies, and statistical analysis techniques
• Familiarity with customer journey mapping, experience measurement methodologies, and customer lifecycle analysis