Manager Business Operations

Job Description:

Customer Experience (CX) Partner

Role Purpose

The CX Partner acts as the bridge between customer feedback and business action. Working closely with Account Leads and regional stakeholders the role transforms customer insights into prioritized actions that improve customer outcomes strengthen relationships and support business growth.

Key Responsibilities

• Translate customer feedback (NPS CSAT verbatims) into clear actionable insights.
• Partner with Account Leads to interpret feedback prioritize issues and define actions.
• Challenge assumptions and bring an independent customer perspective to discussions.
• Support development and follow-through of account action plans.
• Drive accountability by ensuring actions have owners timelines and measurable outcomes.
• Track progress remove blockers and maintain momentum across accounts.
• Monitor regional account health risks and opportunities.
• Help connect customer feedback to retention growth and relationship outcomes.
• Contribute to continuous improvement of the CX program survey approach and action frameworks.

Key Capability Areas

Critical Success Factor

Expected Contribution

Customer Insight Interpretation

Provide clear business context behind customer feedback

Stakeholder Engagement

Influence decision-making and drive action within account teams

Outcome Delivery

Translate insights into measurable improvements

Program Governance

Ensure visibility consistency and accountability across the region

Success Profile

• Strong understanding of CX metrics such as NPS and CSAT.
• Ability to connect customer insights to revenue risk and growth
• Able to synthesize qualitative and quantitative feedback into business insights.
• Influences stakeholders without direct authority.
• Demonstrates strong ownership follow-through and accountability.
• Connects customer feedback to retention growth and commercial outcomes.
• Comfortable operating in an evolving and ambiguous environment.

Success Measures

• Account teams understand and act on CX insights.
• At-risk accounts are identified and appropriately managed.
• Action plans are completed tracked and visible.
• Customer feedback drives meaningful business decisions and outcomes.
• CX is viewed as a value-adding function rather than a compliance exercise.

Role Summary

Translate customer feedback into business action-and ensure it drives meaningful outcomes.

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