Customer Experience Project Manager

Key Responsibilities

• Support the execution and delivery of enterprise CX initiatives and programs
• Manage project plans, timelines, milestones, and deliverables across multiple CX workstreams
• Cook up cross-functional activities to ensure successful implementation of CX recommendations
• Track progress against program objectives and identify risks, blockers, and dependencies
• Maintain program documentation, workflows, and operational processes
• Partner with client teams including Marketing, Product, Operations, Customer Service, and Analytics
• Facilitate project meetings, working sessions, and status updates
• Serve as a day-to-day point of contact for project stakeholders
• Ensure alignment across teams and drive accountability for action items and deliverables
• Escalate risks and issues as appropriate to CX leadership
• Support customer research, survey programs, journey mapping, and feedback initiatives
• Analyze customer experience data and help identify actionable insights
• Aid in developing dashboards, scorecards, reports, and presentations
• Monitor key CX metrics including NPS, CSAT, CES, and journey performance indicators
• Help translate customer insights into recommendations that improve business outcomes
• Establish project governance, tracking mechanisms, and reporting cadences
• Coordinate implementation activities across multiple initiatives simultaneously
• Ensure deliverables are completed on time, within scope, and meet quality standards
• Drive continuous improvement of CX program processes and operational efficiencies

Key Requirements

• 4-7 years of experience in Customer Experience, Project Management, Customer Insights, Business Operations, Consulting, or related fields
• Demonstrated experience managing cross-functional projects and stakeholders
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Experience working with customer feedback, survey data, or operational performance metrics
• Excellent written and verbal communication skills
• Strong analytical and problem-solving abilities
• Proficiency in Microsoft Excel, PowerPoint, and project management tools
• Experience developing executive-ready reports and presentations
• PREFERRED: Experience in consulting, agency, or client-facing environments
• PREFERRED: Experience supporting CX, Voice of Customer (VoC), Customer Insights, or Customer Success programs
• PREFERRED: Familiarity with journey mapping, customer research methodologies, and CX metrics
• PREFERRED: Experience with BI tools such as Power BI, Tableau, or Looker
• PREFERRED: PMP, Agile, Scrum, or related project management certification