Senior Manager, Customer Experience

📋 Description

• Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing
• Own end-to-end synthesis of customer insight across Voice of Customer data, complaints
• Own our Voice of Customer platform, validating taxonomy accuracy, evolving reporting, and
• Lead small operational teams focused on resolving complex issues customers encounter and turn
• Align process, reporting, and insights from operations across stakeholders, and build the feedback

🎯 Requirements

• 8+ years of experience leading customer experience or similar analytics- and insight-driven
• People leadership experience managing teams with distinct operational workstreams and disciplines
• A track record of standing up or running a structured insights-to-roadmap process, turning customer
• Demonstrated success influencing roadmap prioritization across product, technology, or other
• Strong analytical skills, with the ability to size issues, use data to make prioritization calls