CX Program Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take ownership of and guide the comprehensive CX program for a key client.

• Create and enhance CX frameworks, measurement systems, and operational models.

• Convert customer insights into clear, actionable business recommendations.

• Ensure that CX initiatives align with broader business strategies and objectives.

• Propel the ongoing enhancement of CX metrics (NPS, CSAT, journey KPIs, etc.).

• Act as the principal embedded CX advisor to leadership teams within the client organization.

• Cultivate trusted relationships with executives across marketing, product, operations, and service areas.

• Facilitate workshops, presentations, and strategic sessions with stakeholders.

• Influence decision-making through insights and data-driven storytelling.

• Discover new opportunities to broaden the impact of CX within the organization.

• Oversee and develop a team of CX analysts, consultants, and researchers.

• Delegate work streams, establish priorities, and guarantee high-quality outcomes.

• Mentor team members and assist in their professional development.

• Promote a high-performance, collaborative, and insight-focused culture.

• Supervise customer research, survey initiatives, and journey analytics.

• Ensure stringent data quality, methodology, and storytelling standards.

• Collaborate with data and analytics teams to extract advanced insights.

• Transform complex datasets into narratives and dashboards suitable for executives.

• Manage various CX work streams and ensure timely delivery of results.

• Coordinate efforts across internal teams and client stakeholders.

• Maintain governance, reporting schedules, and program documentation.

• Proactively identify risks, dependencies, and escalation routes.

⛳️ Requirements

• 6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights roles.

• Demonstrated experience in leading CX programs for large, complex organizations.

• Strong background in consulting or client-facing roles.

• Experience in team management and talent development.

• Profound understanding of CX methodologies, journey mapping, and customer research.

• Robust quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python knowledge is a plus).

• Exceptional executive communication and storytelling abilities.

• Capability to thrive in a fast-paced, client-facing environment with multiple stakeholders.

🏝️ Benefits

• None specified