CX Senior Manager Insights

What you will do

• Lead endtoend customer experience research using qualitative and quantitative methods to inform enterprise digital strategy and investment decisions.
• Analyze and synthesize data from voiceofcustomer and voiceofemployee programs to identify trends drivers and prioritized experience opportunities.
• Design and manage customer listening programs including surveys journey feedback and experience metrics such as Net Promoter Score and Customer Satisfaction.
• Translate insights into clear recommendations that improve customer loyalty lifetime value ease of doing business and revenue performance.
• Partner with product sales business operations design and technology teams to embed customer insights into agile planning and solution delivery.
• Develop and scale customer experience frameworks including journey mapping persona segmentation and competitive benchmarking practices.
• Leverage customer experience management and AIenabled tools to detect patterns signals and pain points and proactively address experience risks.
• Contribute to elevating enterprise digital maturity by ensuring every interaction reflects a deep understanding of customer needs and measurable outcomes.

What you will need

• Bachelors degree (minimum).
• Minimum 10 years of experience in customer experience customer insights or commercial strategy roles.
• Minimum 3 years of people management experience.
• Minimum 5 years of experience designing and leading qualitative and quantitative CX research programs.
• Minimum 5 years of experience managing customer feedback programs and metrics (e.g. Net Promoter Score Customer Satisfaction).

• Masters degree in Business Marketing Analytics Psychology or a related field.
• Experience using customer experience platforms such as Qualtrics Medallia or Forsta.
• Experience working with customer relationship management systems and analytics tools such as SQL Excel SPSS Tableau or Power BI.

Additional Information

• Work arrangement: This role is remote; however there is a strong preference for candidates located near Portage MI or Mahwah NJ to support collaboration and onsite engagement as needed.