Customer Experience Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Manager based in United States .

The Customer Experience Manager will lead initiatives that transform customer journeys, improve engagement, and create measurable value through data, innovation, and AI-driven solutions. This role combines strategic vision with hands-on execution, empowering teams to identify customer needs and deliver impactful improvements across multiple touchpoints. You will manage CX programs from concept through implementation while collaborating with product, technology, and business teams. The ideal candidate is passionate about customer-centric design, analytics, and emerging technologies that enhance service delivery. This position offers the opportunity to shape customer experience strategies within a global, technology-driven environment focused on continuous improvement.

Accountabilities:: As a Customer Experience Manager, you will own and drive customer experience programs that improve satisfaction, loyalty, and business performance. You will combine project leadership, customer insights, and AI capabilities to optimize experiences and establish scalable CX practices.

Lead, coach, and support a team of CX specialists or coordinators when applicable.

Own the full lifecycle of customer experience initiatives, including planning, execution, measurement, optimization, and continuous improvement.

Design and implement customer journey enhancements across digital and customer-facing channels.

Manage multiple CX projects simultaneously while balancing operational priorities with strategic goals.

Create and maintain CX documentation, playbooks, processes, and standard operating procedures.

Identify and implement AI-powered solutions such as chatbots, sentiment analysis, predictive routing, and personalization tools.

Partner with product and technology teams to integrate AI capabilities into customer workflows and experiences.

Analyze customer feedback, behavioral insights, and experience metrics such as NPS, CSAT, and CES to identify improvement opportunities.

Develop recommendations based on customer data and communicate insights to stakeholders across the organization.

Drive a customer-first culture by promoting best practices, collaboration, and innovation.

Requirements:

The ideal candidate is an experienced customer experience professional with strong project management skills, analytical capabilities, and a passion for leveraging technology to improve customer interactions. You should be comfortable working across teams, influencing stakeholders, and turning customer insights into actionable strategies.

Experience in customer experience, customer success, service design, UX research, or a related field.

Proven experience delivering CX initiatives from strategy and planning through execution and measurement.

Experience with customer journey mapping, service design methodologies, or customer research techniques.

Practical experience using AI tools, conversational AI, large language models (LLMs), or AI-powered customer experience platforms.

Strong understanding of CX metrics and analytics platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar tools.

Ability to analyze customer data and translate insights into meaningful business recommendations.

Experience leading cross-functional projects and collaborating with product, technology, and business teams.

Strong communication and stakeholder management skills, with the ability to influence teams at all levels.

Ability to manage multiple priorities in a fast-paced, evolving environment.

Strong interest in innovation, emerging technologies, and improving customer outcomes.

Benefits:

Competitive compensation package, with a Canada-based salary range of approximately $86,400–$144,000 CAD depending on experience, skills, and location.

Annual incentive bonus eligibility.

Flexible working hours designed to support productivity and work-life balance.

Comprehensive country-specific benefits package.

Wellbeing initiatives supporting physical, mental, and financial health.

Shared parental leave programs.

Study assistance and professional development opportunities.

Sabbatical opportunities to support long-term career growth.

Opportunity to work on innovative customer experience and AI-driven initiatives within a global organization.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1