Customer Experience Program Manager

As a Customer Experience Program Manager, you will be responsible for leading the end-to-end efforts in building and collecting customer experience intelligence (through surveys and other forms of feedback) and driving customer centric improvements in a fast growing global CX practice. You are a CX/VoC subject matter expert with passion for customer centricity and CX and extensive CX program management skills. You will be responsible for defining the CX listening strategies and acting as a liaison between internal and external partners, coordinating all the efforts across the organization to enable best solutions for feedback collection while maintaining the existing programs.

Responsibilities

Initiate, lead, and deliver the CX team’s key strategic efforts in expanding direct and indirect feedback collection and listening capabilities (e.g. VoC surveys)

Define team’s listening strategies leveraging best practices to collect quality data for customer improvements

Define and drive implementation strategy and requirements, build project roadmaps, and work closely with cross-functional teams and external vendors to ensure timely and successful launch of the projects

Track the progress of the projects and coordinate the efforts across the teams

Design surveys and research programs for new listening touch points and support the improvements of the existing survey programs

Create engagement with the CX program and advocate for customer centricity by continuously evangelizing and building relationship with CX influencers across the organizations

Proactively contribute to the CX strategy by identify the new gaps and opportunity areas for expanding the listening and improving the feedback coverage

Monitor the existing CX programs and continuously find opportunities to improve the programs’ data quality, coverage, and accuracy across all listening programs

Manage and maintain our CX management platform and apply solutions to improve the platform based on gaps or stakeholders needs

Comfortable working autonomously and proactively, implementing the CX projects and leading the internal and external stakeholders

Strong experience working with CXM platforms (e.g. Medallia, Qualtrics)

Experience implementing customer feedback capabilities including surveys

Strong knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.)

Experience designing surveys for CX/VoC programs