Understand the entire customer journey and serve as the voice of the customer
Identify, analyze, and find solutions for major issues that frustrate customers
Develop strategies to improve every aspect of the customer experience across all consumer channels
Map and understand customer journeys through acquisition, onboarding, engagement, servicing, and retention
Lead the tactical planning of customer experience initiatives aligned with marketing and business goals

Minimum of 7+ years professional experience in consumer insights, marketing research, data analytics, brand management, product development, management consulting, or business analysis
Undergraduate degree or relevant professional certifications, designations, or equivalent required
A Master's Degree in Marketing Research or related field is a plus
Strong technical skills in market research
Experience with a range of brand health and equity measurement, advertising/creative research, product development research, and segmentation research
Strong business acumen and business consulting skill set
Proven ability to think and operate at a strategic level
Demonstrated ability to lead and influence cross-functional projects
Strong project management skills

Customer Experience Manager – Strategy & Insights

Key skills