Customer Experience Manager Jobs

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Customer Experience Manager

TakkleberryCity of Cape Town, Western Cape, South Africa

From $30/yr

Customer Experience Manager Takkleberry | Gardens, Cape Town | Full-time, in-office Takkleberry is a proudly South African lingerie and sleepwear brand, making beautiful everyday pieces by hand in our Cape Town studio \& flagship store. We’re a growing business with an incredibly loyal customer base, and one thing we’re particularly proud of is our exceptional customer service. Our hundreds of glowing customer reviews are testament to something we believe wholeheartedly: extraordinary customer service comes from genuinely caring about people. We’re looking for someone exceptional to take ownership of this very important part of our business and continue the standard of service our customers have come to know and love. About the Role We’re looking for an experienced, warm, highly organised and exceptionally dependable Customer Experience Manager to take ownership of the Takkleberry online and in-store customer experience. This is a varied, hands-on role combining outstanding customer service, strong organisational and managerial skills, and in-store sales. You’ll spend most of your time managing customer relationships and communication, with a portion of your time dedicated to providing an exceptional in-store shopping experience. We’re looking for someone who takes initiative, makes sound decisions, follows through and takes genuine pride in doing things exceptionally well. Someone who has a passion for making women feel comfortable and confident. Key Responsibilities Customer Service \& Experience Ensuring every customer enjoys the same exceptionally memorable Takkleberry experience, whether shopping online or in person: * Managing customer communication across email, WhatsApp and phone. * Providing thoughtful product recommendations, sizing and fit advice. * Handling customer queries, exchanges, returns and complaints with warmth and professionalism. * Building genuine relationships with our customers and ensuring every interaction reflects the Takkleberry brand. * Welcoming and assisting customers in our Gardens store and providing personalised fittings, styling advice and product recommendations. * Going above and beyond to turn everyday interactions into memorable customer experiences. * Proactively following up on customer queries and ensuring nothing falls through the cracks. * Maintaining organised customer records and excellent administrative systems. * Identifying and implementing opportunities to improve customer service processes and systems. * Taking full ownership of the customer service function and ensuring consistently exceptional standards. What We’re Looking For * 5+ years’ experience in customer service, retail or a similar customer-facing role, ideally including supervisory or managerial responsibilities. * Excellent written and spoken English and Afrikaans. * Exceptional communication and interpersonal skills and a warm, bubbly nature. * Strong organisational, administrative and time-management abilities. * Demonstrated reliability, accountability and meticulous attention to detail. * Confidence to make decisions, solve problems and work independently. * A proactive, resourceful approach and a genuine sense of ownership. * Experience with Shopify or e-commerce would be advantageous. * A passion for making women feel comfortable and confident. But most importantly… We’re looking for an exceptional human! Someone who genuinely loves people, goes above and beyond without being asked, and takes enormous pride in their work. Someone warm, kind, patient and thoughtful, but also capable, dependable and exceptionally good at getting things done. A doer who doesn’t need constant supervision, but who sees what's needed, takes responsibility and follows through. We’re a small, close-knit team, and we value people who bring both heart and competence to their work. To Apply Please email your CV and a short cover letter telling us why you’d be a wonderful fit for Takkleberry to hello@takkleberry.co.za. We encourage you to include a short (30-second) video introducing yourself and telling us why you’d be great for this role. Nothing fancy or professionally produced. Just you being you! We can’t wait to hear from you! 💗

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Manager, Customer Experience, APAC

HarveyBengaluru

From $10/yr

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW Harvey is looking for a Customer Experience (CX) Manager to lead a high-performing support team serving lawyers and professional services teams. Our customers hold their own work to a high standard of accuracy and timeliness, and expect the same from our support. How well your region runs is one of the biggest levers Harvey has on what customers actually experience when they need help. Reporting to the Head of CX, you'll drive operational excellence and accountability across Harvey's global support organization. You'll balance strategic oversight with hands-on execution. This is a role for a leader who thrives in motion: proactive, decisive, and deeply motivated by achieving results through your team. You'll inherit a metric set and processes that need to be better, and we expect you to diagnose what's broken and fix it without being asked. You'll also be one of five CX Managers across the globe, and that peer group is where our operating standard gets set. You're expected to trade what's working across regions and push for the changes you think we should make everywhere, shaping the culture and cadence of a growing support organization. WHAT YOU'LL DO - Run day-to-day support delivery for your region: queue and coverage, triage and handoff, and escalation judgment, measured by First Response Time, Resolution Time, QA, and cSAT. When a number moves, you find the root cause and fix it or scale it. - Set individual performance expectations and stay close enough to the work to spot drift early. Coach against QA results in the moment, and move to a documented plan only when coaching hasn't landed. - Own escalations end to end: triage and severity judgment, customer communication through to resolution, and bug reports Engineering can act on without a follow-up thread. Partner with Product, Engineering, and Go-to-Market to turn recurring escalations into fixes. - Take part in the on-call rotation for customer-impacting incidents, owning the coordination of response and customer communication strategy while an incident is live. - Drive adoption of the AI tools and systems we provide across triage, drafting, deflection, and QA, and pressure-test what CX Ops ships against real queue conditions. - Track how your region performs against the other four, bring what's working to your peers, adopt what's working in theirs, and propose the practices you think should apply globally. - Forecast coverage and staffing against volume, and flag gaps before they have impact. - Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs WHAT YOU HAVE - 10+ years in customer support or customer experience, including 4+ years managing teams in a high-volume environment serving enterprise customers. - Comfortable operating at Harvey's pace, not a typical enterprise pace. This is consistently the hardest bar for otherwise-strong support managers to clear. - A deep focus on the customer, and real satisfaction in solving the problems that make their work harder than it needs to be. - You are genuinely invested in developing your team, and you know a high bar is part of that. - You manage close to the work. You know what your team's tickets actually look like, not just what the dashboard says. - A change you made to how a support team works that produced a step change, not an incremental gain. You saw the leverage point others in the seat missed. - Ownership of a metric set (FRT, TTR, cSAT, QA, backlog, deflection): what drives each one, what to change when one slips, and the ability to build your own reporting. We use Zendesk, Salesforce, Omni, and Snowflake. - You understand enterprise escalations, from severity judgment through the customer conversation, and can work one yourself: reproduce the issue, read error logs, and troubleshoot API, authentication, and AI output quality issues well enough to brief Engineering accurately. - You can take a process improvement from idea to shipped yourself, and you know which ones to handover to someone on your team instead. - Day-to-day proficiency using AI tools in a production support workflow, not experimentation, and a concrete point of view on how AI is changing what a support team should look like. - Admin-level fluency with Zendesk or an equivalent platform: views, triggers, macros, and routing logic. ADDITIONAL INFORMATION - Work eligibility: Must be authorized to work in India. Visa sponsorship is not available for this role. PLEASE FIND THE APPLICANT PRIVACY FOR THIS REGION HERE https://www.harvey.ai/legal/india-applicant-privacy-notice. #LI-AS2 Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai

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Senior Manager - Customer Segmentation and Experience

ANZMelbourne, Victoria, Australia

From $203/yr

About Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. Join Business \& Private Bank and help deliver our growth ambitions by backing Australian businesses and private clients with the insights, solutions and support they need to move forward. We play a critical role in delivering the ANZ 2030 Strategy and you’ll be part of a team guided by our values to put customers first, deliver with excellence, own the outcome and work as one. About The Role As Senior Manager, Customer Segmentation \& Experience in Customer Proposition \& Strategy, you will lead the customer strategy, customer segmentation, customer segment proposition and customer experience agenda for Business \& Private Bank. The role exists to create clear accountability for understanding customer needs, defining priority customer segments, developing customer segment propositions, improving customer experience outcomes and embedding customer strategy across B\&PB to support growth and customer outcomes. The role is also accountable for championing a customer-first culture across the division, ensuring customer needs, insights and outcomes are central to decision making, prioritisation and investment. It will build a high-performance culture through clear accountability, disciplined execution, continuous improvement and strong team capability Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours. Role Type : Permanent, Full-Time Location: Brisbane/Sydney/Melbourne What will your day look like? As Senior Manager, Customer Segmentation \& Experience, you are accountable for: * Lead customer segmentation, customer strategy and customer segment proposition development across Business \& Private Bank. * Embed customer strategy across B\&PB, ensuring customer needs, insights and priorities inform business planning, investment decisions and proposition development. * Lead customer research needs identification and market analysis to identify growth opportunities and improve customer outcomes. * Lead customer experience strategy, journey design and Voice of Customer programs, including Strategic NPS and customer insight frameworks. * Drive customer experience improvement through the identification of customer pain points, journey opportunities, customer feedback and performance insights. * Champion a customer-first culture across the division, influencing leaders and teams to place customer outcomes at the centre of decision making. * Build customer experience, customer strategy and proposition capability across B\&PB, including the establishment of standards, governance and best practice. * Foster a high-performance culture through clear accountability, disciplined execution, continuous improvement and ongoing capability development. * Partner across product, marketing, distribution, data, operations and frontline teams to deliver integrated customer and business outcomes. * Lead and develop a high-performing team while providing thought leadership and strategic advice to senior stakeholders across B\&PB. What will you bring? To grow and be successful in this role, you will ideally bring the following: * Extensive experience in customer strategy, customer segmentation, customer proposition development and customer experience. * Strong customer research, insight generation and analytical capability, with the ability to translate customer needs and market trends into strategic actions. * Experience designing and delivering customer segment propositions that improve customer and business outcomes. * Experience leading Voice of Customer (VoC), NPS and customer experience measurement programs at scale. * Experience leading customer journey design, service improvement and customer experience transformation initiatives. * Deep understanding of customer research, segmentation methodologies and proposition development. * Experience using customer insights, data and analytics to inform strategic priorities, investment decisions and business outcomes. * Strong commercial acumen, including an understanding of customer acquisition, retention and lifetime value drivers. * Strong stakeholder engagement and influencing skills, with the ability to build alignment across a complex organisation. * Demonstrated ability to lead complex cross-functional initiatives across product, marketing, distribution, customer, and data * Experience in Business Banking, Mid-market or Private Banking customer segments. * Experience supporting Executive and Board-level reporting. You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you. So why join us? From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career. We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more. At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods. To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 126631 . Job Posting End Date 05/11/2026, 11.59pm, (Melbourne Australia)

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Customer Experience Manager

JobgetherFrance

From $98,934/yr

Accountabilities: You will apply established CX practices to complex business challenges, helping cross-functional teams understand customer needs, prioritize improvements, and measure their impact. Your responsibilities will include: Apply and evolve CX practices: Use established methodologies, tools, templates, and standards consistently across initiatives. Adapt the level of rigor to each project's complexity, risk, scale, and customer impact, and recommend practical improvements to CX tools and processes based on experience. Conduct customer and stakeholder research: Define research objectives and select appropriate qualitative, survey-based, operational, and existing-data inputs. Conduct customer and employee interviews, stakeholder interviews, focus groups, observations, and other research activities as needed. Generate actionable insights: Develop unbiased research guides and materials, synthesize findings into meaningful themes, identify customer pain points and unmet needs, and connect feedback with operational data and business context to uncover root causes. Develop customer experience improvements: Lead current-state and future-state journey mapping, service blueprinting, and process mapping to clarify customer needs, internal dependencies, handoffs, and ownership. Facilitate solution design and prioritization: Lead design-thinking workshops, ideation sessions, and prioritization exercises. Help teams identify the process, technology, policy, data, governance, communication, and role changes needed to address experience gaps. Build actionable roadmaps: Prioritize improvement opportunities according to customer impact, business value, risk, effort, and feasibility, translating findings into clear recommendations, requirements, and next steps. Facilitate cross-functional collaboration: Design and lead workshops with senior leaders, product teams, technical specialists, operational teams, and frontline employees. Create structure in ambiguous situations, manage competing viewpoints, and guide participants toward decisions and shared ownership. Influence stakeholders: Build credibility across teams and organizational levels, communicate CX concepts in language relevant to different audiences, and balance customer expectations with operational and commercial realities. Communicate findings effectively: Prepare concise, executive-ready reports, presentations, and recommendations that make complex issues understandable without losing important insights. Measure customer and business outcomes: Define appropriate experience, operational, and business measures; establish baselines; monitor progress; and assess whether improvements deliver the intended results. Demonstrate financial value: Connect experience challenges and improvements to relevant outcomes such as productivity, rework, cost-to-serve, adoption, risk, retention, revenue, and margin. Help teams develop practical business cases for prioritized initiatives. Support implementation and continuous improvement: Stay engaged throughout implementation to help preserve the intended customer outcomes while delivery ownership remains with the accountable business or product team. Support customer listening and closed-loop feedback mechanisms that turn recurring issues into prioritized improvements. Requirements: The ideal candidate is an experienced CX practitioner who combines strong research and analytical capabilities with structured problem-solving, excellent facilitation, and a clear understanding of business outcomes. The role requires the ability to lead complex initiatives independently and influence stakeholders across functions. Qualifications include: At least five years of professional experience in Customer Experience. A bachelor's degree or an equivalent combination of relevant professional experience, training, and demonstrated capability. Proven experience independently leading customer research, journey mapping, experience design, and insight-driven improvement initiatives. Strong qualitative research skills, including research planning, interviewing, synthesis, theme development, and translating findings into actionable recommendations. Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer (VoC), survey design, and CX measurement. Data fluency, including the ability to interpret survey findings, operational metrics, and dashboards; work confidently in Excel; combine qualitative and quantitative evidence; and recognize the limitations of available data. Strong facilitation skills and the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization, and decision-making. Demonstrated ability to influence stakeholders, build alignment, and drive shared decisions without formal authority. Excellent written, visual, and verbal communication skills, including executive-level reporting and presentation development. Ability to connect customer experience challenges to underlying processes, technology, policies, data, governance, role clarity, and ownership. Ability to link experience improvements to meaningful operational and financial outcomes. Comfort learning technical concepts and partnering with product, engineering, technology, security, and operational teams; a technical background is not required. Experience managing multiple complex initiatives and stakeholders while maintaining attention to detail, organization, and follow-through. Availability to work onsite periodically at the Wilmington, Delaware office and other company offices for key meetings, workshops, planning sessions, and business needs. Preferred: Experience with collaborative workshop and journey-mapping tools such as Miro, Mural, or similar platforms. Preferred: Familiarity with survey, feedback, and research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting, or equivalent tools. Preferred: Experience with analytics and visualization platforms such as Power BI, Tableau, or comparable solutions. Preferred: Familiarity with enterprise workflow tools such as ServiceNow or SharePoint. Preferred: Experience using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation, and communication, with appropriate human judgment and validation. Preferred: Familiarity with change management and adoption principles; formal certification is not required. Preferred: CX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research, or related methodologies. Successful candidates will also demonstrate the following capabilities: Client-first mindset: Keep the customer's perspective central to decisions and seek ways to reduce friction and prevent customers from having to repeat themselves. Continuous discovery: Engage directly with customers and frontline teams to understand the underlying problem before developing solutions. Focus on outcomes: Evaluate success based on measurable improvements in customer experience and business performance rather than the number of workshops or deliverables completed. Influence without authority: Align product, operations, and technology teams around shared customer outcomes without directly owning their roadmaps. Clarity in ambiguity: Structure unclear problems so priorities, responsibilities, and next decisions are visible to everyone involved. Courage and candor: Challenge assumptions with evidence and give and receive honest feedback, including with senior leaders. Business translation: Turn customer insights into actionable priorities and business value that leaders can understand and support. Drive and continuous learning: Bring energy, curiosity, and a willingness to learn while contributing to a culture that values growth, collaboration, trust, and care. Benefits: Estimated annual salary range: $98,934.20–$108,288.08. Compensation decisions depend on factors including work location, knowledge, and experience. Remote work arrangement available within the United States or EMEA. Opportunities to collaborate with cross-functional teams and influence enterprise-wide customer experience initiatives. A role focused on professional growth, continuous learning, and measurable business impact. A collaborative culture centered on trust, unity, growth, and care. 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

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Manager, Customer Experience Design

MastercardDublin, D, IE

From $200/yr

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Manager, Customer Experience Design Title and Summary Manager, Product Experience Design We are looking for an experienced CX Designer passionate about the possibilities of data and data-driven experience design with good knowledge and experience of User Interface Design to join our rapidly growing, highly-innovative data and services Product Development team You will work as part of wider cross-functional team, collectively contributing to the rapid iteration of Prototypes and MVPs (Minimal Viable Product), mainly in the B2B and B2B2C arenas. Each design iteration is exposed to end-users at each cycle of our rapid design-test-redesign process, to ensure optimum user traction. Prototype and MVP outputs include dashboards; widgets; chatbots; web applications; mobile applications; VUI voice interfaces; digital assistants; etc. – all in service of solving complex business challenges. Role * Design of Proof-of-Concepts and Minimum Viable Data Products (MVPs) using human-centric design principles and rapid prototyping (Lean UX and Design Thinking) * Participate in "Design Thinking" workshops – collaborating cross-functionally with industry verticals, regional leads and end-users to ensure optimal digital data products * Explore the “art-of-the-possible” * Leverage existing – and contribute net new – design patterns to Mastercard’s design pattern library * Help define the next generation of data and data-driven products – and through doing so, help shape the future of Mastercard and its growth * Work on future state conceptual designs, driving experimentation that improves the quality of product design overall. * Work closely with key partners from brand \& marketing, to drive delightful and highly usable transactional experiences. * Work closely with our technology teams, leveraging modern presentation layer practices such as adaptive/responsive web and current and forward thinking technologies. * Ensure that designs deliver an appropriate balance of optimizing business objectives \& user engagement, in close partnership with product managers. * Liaise with regional and country teams to ensure that designs are reflective of the diversity of needs for a global user base. Required Experience / Knowledge / Skills (Core) Interaction Design: * Experience developing User Personas and user journeys to inform product design decisions * Experience in rapid prototyping (Lean UX and Design Thinking) * Experience in the implementation of creative, useable and compelling visual mockups and prototypes. * Experience of design-experiences across multiple media * Experience using prototyping/wireframing tools such as Figma, Sketch, Adobe Illustrator, etc. * An understanding of complex information architectures for digital applications ''Nice to have'' additional experience * Visual Design * UX Research * Please attach link to your portfolio together with your application Corporate Security ResponsibilityCorporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: * Abide by Mastercard’s security policies and practices; * Ensure the confidentiality and integrity of the information being accessed; * Report any suspected information security violation or breach, and * Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

3 weeks agovia search feedApply ›

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Customer Experience Manager

JobgetherIreland

From $98,934/yr

Accountabilities: You will apply established CX practices to complex business challenges, helping cross-functional teams understand customer needs, prioritize improvements, and measure their impact. Your responsibilities will include: Apply and evolve CX practices: Use established methodologies, tools, templates, and standards consistently across initiatives. Adapt the level of rigor to each project's complexity, risk, scale, and customer impact, and recommend practical improvements to CX tools and processes based on experience. Conduct customer and stakeholder research: Define research objectives and select appropriate qualitative, survey-based, operational, and existing-data inputs. Conduct customer and employee interviews, stakeholder interviews, focus groups, observations, and other research activities as needed. Generate actionable insights: Develop unbiased research guides and materials, synthesize findings into meaningful themes, identify customer pain points and unmet needs, and connect feedback with operational data and business context to uncover root causes. Develop customer experience improvements: Lead current-state and future-state journey mapping, service blueprinting, and process mapping to clarify customer needs, internal dependencies, handoffs, and ownership. Facilitate solution design and prioritization: Lead design-thinking workshops, ideation sessions, and prioritization exercises. Help teams identify the process, technology, policy, data, governance, communication, and role changes needed to address experience gaps. Build actionable roadmaps: Prioritize improvement opportunities according to customer impact, business value, risk, effort, and feasibility, translating findings into clear recommendations, requirements, and next steps. Facilitate cross-functional collaboration: Design and lead workshops with senior leaders, product teams, technical specialists, operational teams, and frontline employees. Create structure in ambiguous situations, manage competing viewpoints, and guide participants toward decisions and shared ownership. Influence stakeholders: Build credibility across teams and organizational levels, communicate CX concepts in language relevant to different audiences, and balance customer expectations with operational and commercial realities. Communicate findings effectively: Prepare concise, executive-ready reports, presentations, and recommendations that make complex issues understandable without losing important insights. Measure customer and business outcomes: Define appropriate experience, operational, and business measures; establish baselines; monitor progress; and assess whether improvements deliver the intended results. Demonstrate financial value: Connect experience challenges and improvements to relevant outcomes such as productivity, rework, cost-to-serve, adoption, risk, retention, revenue, and margin. Help teams develop practical business cases for prioritized initiatives. Support implementation and continuous improvement: Stay engaged throughout implementation to help preserve the intended customer outcomes while delivery ownership remains with the accountable business or product team. Support customer listening and closed-loop feedback mechanisms that turn recurring issues into prioritized improvements. Requirements: The ideal candidate is an experienced CX practitioner who combines strong research and analytical capabilities with structured problem-solving, excellent facilitation, and a clear understanding of business outcomes. The role requires the ability to lead complex initiatives independently and influence stakeholders across functions. Qualifications include: At least five years of professional experience in Customer Experience. A bachelor's degree or an equivalent combination of relevant professional experience, training, and demonstrated capability. Proven experience independently leading customer research, journey mapping, experience design, and insight-driven improvement initiatives. Strong qualitative research skills, including research planning, interviewing, synthesis, theme development, and translating findings into actionable recommendations. Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer (VoC), survey design, and CX measurement. Data fluency, including the ability to interpret survey findings, operational metrics, and dashboards; work confidently in Excel; combine qualitative and quantitative evidence; and recognize the limitations of available data. Strong facilitation skills and the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization, and decision-making. Demonstrated ability to influence stakeholders, build alignment, and drive shared decisions without formal authority. Excellent written, visual, and verbal communication skills, including executive-level reporting and presentation development. Ability to connect customer experience challenges to underlying processes, technology, policies, data, governance, role clarity, and ownership. Ability to link experience improvements to meaningful operational and financial outcomes. Comfort learning technical concepts and partnering with product, engineering, technology, security, and operational teams; a technical background is not required. Experience managing multiple complex initiatives and stakeholders while maintaining attention to detail, organization, and follow-through. Availability to work onsite periodically at the Wilmington, Delaware office and other company offices for key meetings, workshops, planning sessions, and business needs. Preferred: Experience with collaborative workshop and journey-mapping tools such as Miro, Mural, or similar platforms. Preferred: Familiarity with survey, feedback, and research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting, or equivalent tools. Preferred: Experience with analytics and visualization platforms such as Power BI, Tableau, or comparable solutions. Preferred: Familiarity with enterprise workflow tools such as ServiceNow or SharePoint. Preferred: Experience using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation, and communication, with appropriate human judgment and validation. Preferred: Familiarity with change management and adoption principles; formal certification is not required. Preferred: CX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research, or related methodologies. Successful candidates will also demonstrate the following capabilities: Client-first mindset: Keep the customer's perspective central to decisions and seek ways to reduce friction and prevent customers from having to repeat themselves. Continuous discovery: Engage directly with customers and frontline teams to understand the underlying problem before developing solutions. Focus on outcomes: Evaluate success based on measurable improvements in customer experience and business performance rather than the number of workshops or deliverables completed. Influence without authority: Align product, operations, and technology teams around shared customer outcomes without directly owning their roadmaps. Clarity in ambiguity: Structure unclear problems so priorities, responsibilities, and next decisions are visible to everyone involved. Courage and candor: Challenge assumptions with evidence and give and receive honest feedback, including with senior leaders. Business translation: Turn customer insights into actionable priorities and business value that leaders can understand and support. Drive and continuous learning: Bring energy, curiosity, and a willingness to learn while contributing to a culture that values growth, collaboration, trust, and care. Benefits: Estimated annual salary range: $98,934.20–$108,288.08. Compensation decisions depend on factors including work location, knowledge, and experience. Remote work arrangement available within the United States or EMEA. Opportunities to collaborate with cross-functional teams and influence enterprise-wide customer experience initiatives. A role focused on professional growth, continuous learning, and measurable business impact. A collaborative culture centered on trust, unity, growth, and care. 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

6 days agovia ats pollingApply ›

J

Customer Experience Manager

JobgetherNetherlands

From $98,934/yr

Accountabilities: You will apply established CX practices to complex business challenges, helping cross-functional teams understand customer needs, prioritize improvements, and measure their impact. Your responsibilities will include: Apply and evolve CX practices: Use established methodologies, tools, templates, and standards consistently across initiatives. Adapt the level of rigor to each project's complexity, risk, scale, and customer impact, and recommend practical improvements to CX tools and processes based on experience. Conduct customer and stakeholder research: Define research objectives and select appropriate qualitative, survey-based, operational, and existing-data inputs. Conduct customer and employee interviews, stakeholder interviews, focus groups, observations, and other research activities as needed. Generate actionable insights: Develop unbiased research guides and materials, synthesize findings into meaningful themes, identify customer pain points and unmet needs, and connect feedback with operational data and business context to uncover root causes. Develop customer experience improvements: Lead current-state and future-state journey mapping, service blueprinting, and process mapping to clarify customer needs, internal dependencies, handoffs, and ownership. Facilitate solution design and prioritization: Lead design-thinking workshops, ideation sessions, and prioritization exercises. Help teams identify the process, technology, policy, data, governance, communication, and role changes needed to address experience gaps. Build actionable roadmaps: Prioritize improvement opportunities according to customer impact, business value, risk, effort, and feasibility, translating findings into clear recommendations, requirements, and next steps. Facilitate cross-functional collaboration: Design and lead workshops with senior leaders, product teams, technical specialists, operational teams, and frontline employees. Create structure in ambiguous situations, manage competing viewpoints, and guide participants toward decisions and shared ownership. Influence stakeholders: Build credibility across teams and organizational levels, communicate CX concepts in language relevant to different audiences, and balance customer expectations with operational and commercial realities. Communicate findings effectively: Prepare concise, executive-ready reports, presentations, and recommendations that make complex issues understandable without losing important insights. Measure customer and business outcomes: Define appropriate experience, operational, and business measures; establish baselines; monitor progress; and assess whether improvements deliver the intended results. Demonstrate financial value: Connect experience challenges and improvements to relevant outcomes such as productivity, rework, cost-to-serve, adoption, risk, retention, revenue, and margin. Help teams develop practical business cases for prioritized initiatives. Support implementation and continuous improvement: Stay engaged throughout implementation to help preserve the intended customer outcomes while delivery ownership remains with the accountable business or product team. Support customer listening and closed-loop feedback mechanisms that turn recurring issues into prioritized improvements. Requirements: The ideal candidate is an experienced CX practitioner who combines strong research and analytical capabilities with structured problem-solving, excellent facilitation, and a clear understanding of business outcomes. The role requires the ability to lead complex initiatives independently and influence stakeholders across functions. Qualifications include: At least five years of professional experience in Customer Experience. A bachelor's degree or an equivalent combination of relevant professional experience, training, and demonstrated capability. Proven experience independently leading customer research, journey mapping, experience design, and insight-driven improvement initiatives. Strong qualitative research skills, including research planning, interviewing, synthesis, theme development, and translating findings into actionable recommendations. Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer (VoC), survey design, and CX measurement. Data fluency, including the ability to interpret survey findings, operational metrics, and dashboards; work confidently in Excel; combine qualitative and quantitative evidence; and recognize the limitations of available data. Strong facilitation skills and the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization, and decision-making. Demonstrated ability to influence stakeholders, build alignment, and drive shared decisions without formal authority. Excellent written, visual, and verbal communication skills, including executive-level reporting and presentation development. Ability to connect customer experience challenges to underlying processes, technology, policies, data, governance, role clarity, and ownership. Ability to link experience improvements to meaningful operational and financial outcomes. Comfort learning technical concepts and partnering with product, engineering, technology, security, and operational teams; a technical background is not required. Experience managing multiple complex initiatives and stakeholders while maintaining attention to detail, organization, and follow-through. Availability to work onsite periodically at the Wilmington, Delaware office and other company offices for key meetings, workshops, planning sessions, and business needs. Preferred: Experience with collaborative workshop and journey-mapping tools such as Miro, Mural, or similar platforms. Preferred: Familiarity with survey, feedback, and research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting, or equivalent tools. Preferred: Experience with analytics and visualization platforms such as Power BI, Tableau, or comparable solutions. Preferred: Familiarity with enterprise workflow tools such as ServiceNow or SharePoint. Preferred: Experience using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation, and communication, with appropriate human judgment and validation. Preferred: Familiarity with change management and adoption principles; formal certification is not required. Preferred: CX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research, or related methodologies. Successful candidates will also demonstrate the following capabilities: Client-first mindset: Keep the customer's perspective central to decisions and seek ways to reduce friction and prevent customers from having to repeat themselves. Continuous discovery: Engage directly with customers and frontline teams to understand the underlying problem before developing solutions. Focus on outcomes: Evaluate success based on measurable improvements in customer experience and business performance rather than the number of workshops or deliverables completed. Influence without authority: Align product, operations, and technology teams around shared customer outcomes without directly owning their roadmaps. Clarity in ambiguity: Structure unclear problems so priorities, responsibilities, and next decisions are visible to everyone involved. Courage and candor: Challenge assumptions with evidence and give and receive honest feedback, including with senior leaders. Business translation: Turn customer insights into actionable priorities and business value that leaders can understand and support. Drive and continuous learning: Bring energy, curiosity, and a willingness to learn while contributing to a culture that values growth, collaboration, trust, and care. Benefits: Estimated annual salary range: $98,934.20–$108,288.08. Compensation decisions depend on factors including work location, knowledge, and experience. Remote work arrangement available within the United States or EMEA. Opportunities to collaborate with cross-functional teams and influence enterprise-wide customer experience initiatives. A role focused on professional growth, continuous learning, and measurable business impact. A collaborative culture centered on trust, unity, growth, and care. 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

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