Customer Experience Manager/ Senior Manager

Job Summary

The Customer Experience (CX) Manager plays a strategic role in shaping and optimizing the end-to-end customer journey — ensuring every touchpoint reflects consistency, efficiency, and excellence.

This role is responsible for transforming customer insights into actionable strategies that elevate satisfaction, retention, and brand loyalty. 

You will lead cross-department initiatives, working closely with teams in UI/UX, Marketing, Sales, Customer Service (CS/CC), and Data Analytic & Business Intelligence (DBI) to deliver meaningful and measurable improvements to the overall customer experience.

The ideal candidate is both data-driven and result-oriented, combining analytical rigor with human-centered thinking to enhance every aspect of the customer journey.

Key Responsibilities

Customer Journey & Experience Strategy

• Design, implement, and continuously improve customer experience strategies aligned with organizational and client objectives.

• Map and analyze the full customer journey — identifying pain points, behavioral patterns, and opportunities for innovation.

• Develop actionable roadmaps to enhance satisfaction, reduce churn, and increase customer lifetime value (CLV).

• Ensure a seamless and consistent experience across all touchpoints — including marketing, sales, onboarding, support, and post-service interactions.

Data-Driven Insights & Performance Optimization

• Collaborate with the DBI team to gather and interpret quantitative and qualitative CX data.

• Monitor and analyze core CX metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

• Utilize tools like Looker Studio, GA4, Grafana, or Power BI to build CX dashboards and visualize performance insights.

• Translate data insights into clear recommendations and action plans for C-level and operational teams.

Cross-Functional Collaboration & Influence

• Partner with UI/UX designers to ensure customer feedback directly informs interface and experience improvements.

• Work closely with Marketing and Sales teams to align campaigns and communications with customer expectations and journey stages.

• Collaborate with Customer Service (CS/CC) to enhance service delivery, tone of voice, and resolution processes.

• Liaise with Operations and Product teams to translate insights into process or product improvements that enhance customer engagement.

• Promote a customer-centric culture by driving awareness and training sessions across all departments.

Process Excellence & Service Improvement

• Evaluate and refine customer-facing workflows, Standard Operating Procedures (SOPs), and feedback loops.

• Identify inefficiencies and propose data-backed solutions for automation or service streamlining.

• Implement scalable best practices to improve response time, resolution quality, and service empathy.

Customer Feedback & Engagement Management

• Oversee the collection, categorization, and analysis of customer feedback through surveys, reviews, social channels, and service touchpoints.

• Develop frameworks to ensure feedback directly informs business and design decisions.

• Recognize and celebrate outstanding internal contributions that deliver exceptional customer experiences.

• Lead initiatives to enhance customer advocacy and long-term engagement.

Requirements

• Bachelor's Degree in Business, Marketing, Communications, Data Analytics, or a related discipline.

• 5–8 years of relevant experience in Customer Experience, Service Excellence, or Customer Success roles.

• Proven ability to design and execute data-driven CX strategies using analytics and visualization tools (e.g., Looker Studio, GA4, Grafana, Power BI).

• Experience in journey mapping, service design, and process improvement.

• Familiarity with CRM and CX systems (e.g., Salesforce, HubSpot, Zendesk).

• Exceptional analytical, communication, and stakeholder management skills.

• Demonstrated leadership and the ability to influence cross-functional teams.

• Strong empathy and passion for understanding and anticipating customer needs.