Customer Experience Manager

About the Role

We are seeking a Customer Experience Manager based in the United States to lead transformative initiatives that enhance customer journeys, increase engagement, and deliver tangible value through data analytics, innovation, and AI-driven solutions. This position blends strategic oversight with practical execution, empowering teams to identify and address customer needs while implementing impactful improvements across various touchpoints. The role involves managing end-to-end customer experience (CX) programs, working collaboratively with product, technology, and business teams in a global, tech-focused organization committed to continuous enhancement.

Key Responsibilities

• Lead, mentor, and support a team of CX specialists or coordinators where relevant.
• Oversee the entire lifecycle of CX initiatives, including planning, implementation, measurement, optimization, and ongoing refinement.
• Create and enhance customer journey improvements across both digital and direct customer interaction channels.
• Manage multiple CX projects simultaneously, balancing operational demands with strategic objectives.
• Develop and maintain detailed CX documentation, playbooks, standardized processes, and operational procedures.
• Identify and deploy AI-powered technologies such as chatbots, sentiment analysis, predictive routing, and personalized customer tools.
• Collaborate with product and technology teams to embed AI capabilities within customer workflows and experiences.
• Analyze customer feedback, behavioral data, and experience metrics like NPS, CSAT, and CES to pinpoint areas for improvement.
• Formulate recommendations based on customer data and effectively communicate insights to stakeholders across the organization.
• Champion a customer-first culture by promoting best practices, fostering collaboration, and encouraging innovation.

Candidate Profile and Requirements

• Proven experience in customer experience, customer success, service design, UX research, or related domains.
• Demonstrated success in leading CX initiatives from initial strategy and planning through to execution and impact assessment.
• Familiarity with customer journey mapping, service design frameworks, or customer research methodologies.
• Hands-on experience with AI technologies, including conversational AI, large language models, or AI-enhanced CX platforms.
• Deep understanding of CX metrics and familiarity with analytics platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or equivalents.
• Analytical skills to interpret customer data and convert insights into actionable business strategies.
• Experience managing cross-functional projects and working closely with product, technology, and business teams.
• Strong communication and stakeholder engagement abilities to influence at all organizational levels.
• Capability to juggle multiple competing priorities in a dynamic, rapidly changing environment.
• Keen interest in innovation, emerging tech trends, and enhancing customer outcomes.

Compensation and Benefits

• Competitive salary package with a Canada-based range of approximately $86,400 to $144,000 CAD, adjusted for expertise, skills, and location.
• Eligibility for annual performance-based incentive bonuses.
• Flexible working hours designed to promote productivity while supporting work-life balance.
• Comprehensive benefits tailored for respective countries.
• Wellbeing programs encompassing physical, mental, and financial health support.
• Shared parental leave options.
• Opportunities for education assistance and professional development.
• Possibility to take sabbatical leaves to foster long-term career progression.
• Chance to contribute to innovative AI-driven customer experience initiatives within a global technological environment.

Additional Information

This job listing is managed on behalf of a partner company, which handles all applications and subsequent recruitment steps. Employing an AI-based candidate matching system, applications are reviewed fairly and efficiently. Shortlisted candidates are forwarded directly to the hiring company, which manages further procedures including interviews and assessments.

Applicants should note that their data will be processed under applicable privacy laws, including GDPR, for recruitment purposes. AI tools may assist in application review but do not replace human decision-making.