Customer Experience Manager-MCE

Youll connect our customers contact center and internal teams making sure the entire experience runs smoothly and customer feedback leads to meaningful action. Youll keep teams aligned through regular reviews and use customer feedback and data to improve how we operate. These operations include Service level agreements FCR CSAT/NPS. Youll also implement collaborative efforts across Product Marketing Sales and CRM systems. The goal is to deliver sustained measurable outcomes. You are an individual contributor who reports to Client Services Sr Manager.

WHAT YOULL Do:

Customer Advocacy & Escalations

• Be a Voice of Customer (VoC) and business line subject Matter Expert; summarize direct indirect and inferred feedback into clear insights and action plans.
• Identify and escalate urgent customer experience issues; ensure ownership timelines and updates until closure.
• Communicate with teams to ensure client needs are met and feedback loops are closed.

Business Reviews & Executive Communication

• Prepare and deliver executive summaries to internal/external partners; lead weekly monthly and quarterly reviews focused on decisions not status.
• Present call-center performance (service levels call volumes AHT FCR CSAT/NPS) with insights and recommendations.
• Share status updates and summaries with leadership; host partner syncs to review progress and remove blockers.

Contact Center Operations and Performance

• Work with operations to monitor service levels call volumes and time to resolution flag trends and capacity risks.
• Review KPIs and dashboards; guide real-time responses and longer-term improvements.
• Ensure adherence to processes and standards across our teams and partners.
• Continuous Improvement & Operational Excellence.
• Identify and define process improvement opportunities (journey mapping defect reduction policy simplification) and lead regular improvement reviews with partners.
• Evaluate partner performance and recommend adjustments to protect Service level agreements and customer outcomes.
• Update standards tools and documentation for future scalability and repeatability.

Cross Functional Strategy & Roadmap Influence

• Collaborate with Product/Marketing/Account Development on customer-facing enhancements; give feedback on product/marketing changes affecting Customer Experience.
• Attend strategy meetings (Product Marketing Sales CRM) to align goals and timelines for shared plans; share customer insights to influence roadmaps.
• Launch or evaluate loyalty programs; measure the impact on retention and CLV.

Program & Project Delivery

• Track project progress and resolve blockers; run project team meetings risk/mitigation reviews and deliverable quality checks.
• Launch new projects or phases evaluate outcomes and feed insights into standards and strategies.

Qualifications :

• Bachelors degree or equivalent experience; 8 years of demonstrated strategic leadership experience.
• 5 years in client/relationship management with a track record of influencing internal and external partners.
• Expert level customer service leadership with contact center experience (voice and digital) and expert project and Program Management (portfolio planning dependencies risk).
• Problemsolving skills and fluent with KPI design and performance storytelling (FCR AHT CSAT NPS CES; SLA/ASA).
• Deep leadership and team building skills; able to organize and motivate internal and remote teams.
• Experience communicating with executives and the ability to advocate for the right approach to support customer and results.
• Reliable and proactive follows through on commitments ability to navigate change and work in a remote environment with a professional virtual presence and secure workspace.

Tools/Software Requirements:

• CRM & Collaboration tools
• Experience Management integrations with CRM and contact center closed loop alerts and dashboards.
• Contact Center & Analytics.
• Dashboard tools that support portfolio visibility dependencies and OKR understanding.
• Journey Mapping & CX Design

Additional Information :

Why Join Experian

• Experian offers industry-leading benefits built to support your wellbeing growth and work-life balance including:
• Medical Dental Vision and Life Insurance
• 401(k) with immediate 100% vesting and company match
• Three weeks of paid vacation and 11 paid holidays 5 paid sick days
• Tuition reimbursement disability coverage and an Employee Assistance Program

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward and recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion color sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

#LI Remote

Remote Work :

Yes

Employment Type :

Full-time