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About the Role
We are seeking a Customer Experience Manager to design, build, and optimize end‑to‑end customer journeys for enterprise clients. You will partner with cross‑functional teams to deliver seamless, data‑driven experiences that improve customer satisfaction, loyalty, and lifetime value.
Key Responsibilities
- Lead discovery and assessment of existing customer journeys and experience gaps
- Develop CX strategies, journey maps, and service blueprints based on insights and customer research
- Translate customer needs into actionable business and technical requirements
- Partner with marketing, digital, product, and operations teams to implement CX improvements
- Monitor customer experience KPIs across channels and surface insights to stakeholders
- Facilitate workshops, design sprints, and co‑creation sessions with clients
- Present recommendations and roadmap plans to senior stakeholders
- Identify opportunities for continuous improvement and innovation in customer engagement
Required Qualifications
- 7-15 years of experience in Customer Experience, Digital Transformation, Service Design, or related areas
- Strong understanding of customer journey mapping, design thinking, and CX frameworks
- Experience in qualitative and quantitative research methods
- Ability to interpret customer and business data to generate insights
- Proven track record managing stakeholders in large enterprise environments
- Excellent communication, storytelling, and presentation skills
- Ability to lead cross‑functional teams and deliver outcomes in fast‑paced settings
Preferred Qualifications
- Experience with CX tools (e.g., Qualtrics, Medallia, UX research platforms)
- Exposure to MarTech, CRM, or digital product environments
- Background in consulting, digital agencies, or innovation labs
- Knowledge of omnichannel experience design and customer analytics
