Customer Experience Manager

Customer Listening & Experience Measurement

• Establish and manage a portfolio of listening posts, including relationship, transactional, and competitive feedback programs
• Identify gaps in customer feedback coverage and implement new listening mechanisms
• Own the design, administration, reporting, and continuous improvement of customer listening programs and experience measurement frameworks

AI-Powered Customer Signals & Experience Insights

• Develop scalable approaches for combining structured and unstructured customer signals into a unified view of the customer experience
• Leverage AI, natural language processing, sentiment analysis, and emerging technologies to identify trends, themes, friction points, and root causes
• Build frameworks for detecting early warning signals, emerging customer risks, and opportunities for proactive intervention
• Utilize GenAI-powered tools to accelerate insight generation, summarize qualitative feedback, and surface meaningful customer patterns at scale
• Partner with technical and business teams to continuously improve customer intelligence capabilities

Organizational Influence & Systemic CX Improvements

• Synthesize customer signals across multiple touchpoints to uncover systemic issues
• Analyze customer feedback and experience data to identify key drivers of customer satisfaction, loyalty, retention, and advocacy
• Translate customer insights into clear, compelling recommendations that influence decision-making and investment priorities
• Facilitate cross-functional reviews and action-planning sessions
• Partner across Product, Engineering, Customer Success, Support, Marketing, Sales, Operations, and other teams to prioritize and implement customer experience enhancements
• Serve as a strategic advocate for the customer

Closed-Loop Feedback & Real-time Customer Action

• Own and continuously improve the organization's closed-loop feedback strategy
• Partner with frontline teams to establish and maintain effective customer response processes within SLAs
• Monitor closed-loop performance and identify systemic issues
• Ensure customer feedback drives both immediate recovery efforts and long-term improvements
• Track the impact of actions taken and communicate outcomes to stakeholders

Minimum Requirements

• 6+ years of experience in Customer Experience, Customer Experience Strategy, Customer Insights, Market Research, or related discipline in B2B SaaS or enterprise environment
• Experience designing and operating customer listening programs and translating feedback into business action
• Demonstrated ability to synthesize quantitative and qualitative customer data into actionable insights
• Experience working with customer feedback platforms such as Medallia, Qualtrics, or similar
• Familiarity with AI-enabled research, text analytics, sentiment analysis for unstructured feedback
• Experience managing closed-loop feedback programs and customer recovery processes
• Proven ability to influence stakeholders across complex, cross-functional environments
• Strong analytical, communication, and storytelling skills with experience presenting to senior leaders

Preferred Qualifications

• Experience applying GenAI, machine learning, or advanced analytics to customer feedback analysis
• Experience building or enhancing customer listening frameworks, feedback taxonomies, or customer intelligence programs
• Familiarity with customer journey mapping, experience measurement methodologies, and customer lifecycle analysis
• Understanding of customer experience metrics, benchmarking methodologies, and statistical analysis techniques