We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Customer Experience Strategy Manager
Location
United States
Posted
13 days ago
Salary
Not specified
Job Description
Role Description
This role offers an exciting opportunity to lead customer experience strategy and deliver actionable insights that shape the end-to-end customer journey. The Customer Experience Strategy Manager will:
- Design, implement, and manage world-class Voice of Customer (VoC) programs, including surveys, advisory boards, transactional feedback, and event-based feedback.
- Lead analysis of quantitative and qualitative customer data to derive actionable insights and identify opportunities for improvement across the customer journey.
- Facilitate cross-functional insight reviews and action-planning meetings to drive systemic customer experience enhancements.
- Build and maintain a robust closed-loop process to ensure timely follow-up with customers and effective resolution of issues.
- Support implementation of customer experience management platforms to centralize and streamline feedback channels.
- Promote a customer-centric culture by inspiring teams to act on insights and delivering data-driven storytelling to influence business strategy.
- Stay current on industry trends, emerging technologies, and best practices to continuously improve customer experience initiatives.
Qualifications
- 5+ years of experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 environment.
- Proven experience managing global customer or partner listening programs, including NPS, advisory boards, transactional surveys, or event-based surveys.
- Strong understanding of survey design, research methods, and statistical analysis.
- Skilled in analyzing and interpreting qualitative and quantitative data, constructing compelling narratives, and making strategic recommendations.
- Ability to build trust, influence stakeholders, and communicate effectively with executive audiences.
- Demonstrated ability to manage multiple projects in a fast-paced environment, with curiosity and strong analytical skills.
- Experience with enterprise-level customer experience platforms such as Qualtrics, Medallia, or similar.
- Excellent presentation skills with the ability to synthesize complex data into actionable insights.
- Nice-to-have: proficiency in R or Stata for statistical analysis, and experience with churn or predictive modeling.
Benefits
- Competitive salary range: $106,802–$179,500 USD (dependent on experience, skills, and location).
- Remote-first work environment with flexible working options.
- Comprehensive medical, dental, and vision insurance.
- Paid parental leave and additional leave for birthing parents.
- Employee-led professional development opportunities.
- Supportive, inclusive work environment emphasizing collaboration and team success.
- Access to wellness programs, volunteer opportunities, and employee referral rewards.
- Opportunities to impact critical industries and work on high-visibility initiatives.
Job Requirements
- 5+ years of experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 environment.
- Proven experience managing global customer or partner listening programs, including NPS, advisory boards, transactional surveys, or event-based surveys.
- Strong understanding of survey design, research methods, and statistical analysis.
- Skilled in analyzing and interpreting qualitative and quantitative data, constructing compelling narratives, and making strategic recommendations.
- Ability to build trust, influence stakeholders, and communicate effectively with executive audiences.
- Demonstrated ability to manage multiple projects in a fast-paced environment, with curiosity and strong analytical skills.
- Experience with enterprise-level customer experience platforms such as Qualtrics, Medallia, or similar.
- Excellent presentation skills with the ability to synthesize complex data into actionable insights.
- Nice-to-have: proficiency in R or Stata for statistical analysis, and experience with churn or predictive modeling.
Benefits
- Competitive salary range: $106,802–$179,500 USD (dependent on experience, skills, and location).
- Remote-first work environment with flexible working options.
- Comprehensive medical, dental, and vision insurance.
- Paid parental leave and additional leave for birthing parents.
- Employee-led professional development opportunities.
- Supportive, inclusive work environment emphasizing collaboration and team success.
- Access to wellness programs, volunteer opportunities, and employee referral rewards.
- Opportunities to impact critical industries and work on high-visibility initiatives.
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JobgetherWe use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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