Senior Manager, Customer Experience

About the Role

We are seeking a seasoned Senior Manager, Customer Experience to lead a high-impact, embedded customer experience (CX) program within a Fortune 500 company. In this role, you will act as a strategic advisor and hands-on program leader, responsible for shaping, executing, and scaling the client’s CX strategy while managing a multidisciplinary team and serving as the primary consulting partner to senior stakeholders. This role blends consulting leadership, program management, team leadership, and client relationship ownership, with a strong focus on turning customer insights into measurable business impact.

Key Responsibilities

• CX Program Leadership
• Own and lead the end-to-end CX program for a major client
• Design and evolve CX frameworks, measurement systems, and operating models
• Translate customer insights into clear, actionable business recommendations
• Ensure alignment between CX initiatives and broader business strategy and goals
• Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)
• Client Management & Consulting
• Serve as the senior embedded CX advisor to client leadership teams
• Build trusted relationships with executives across marketing, product, operations, and service
• Lead workshops, presentations, and strategic sessions with stakeholders
• Influence decision-making through data-driven storytelling and insights
• Identify new opportunities to expand CX impact within the organization
• Team Leadership & Management
• Manage and develop a team of CX analysts / consultants / researchers
• Allocate work streams, set priorities, and ensure high-quality delivery
• Mentor team members and support their professional growth
• Foster a high-performance, collaborative, and insight-driven culture
• Insights, Analytics & Execution
• Oversee customer research, survey programs, and journey analytics
• Ensure rigorous data quality, methodology, and storytelling standards
• Partner with data and analytics teams to derive advanced insights
• Translate complex datasets into executive-ready narratives and dashboards
• Program & Stakeholder Management
• Manage multiple CX work streams and ensure timely delivery of outputs
• Coordinate across internal teams and client stakeholders
• Maintain governance, reporting cadences, and program documentation
• Identify risks, dependencies, and escalation paths proactively