Lead end‑to‑end customer journey mapping initiatives, including discovery workshops, internal stakeholder interviews, touchpoint mapping, pain‑point identification, and moments‑of‑truth analysis.
Facilitate cross‑functional workshops with Marketing, Sales, Implementation, Customer Support, Product, and Operations to understand the full customer lifecycle.
Translate journey insights into prioritized CX improvement initiatives and partner with business teams to define solutions.
Support the development and refinement of customer personas using journey insights, VOC data, and stakeholder input.
Partner with internal teams to design and execute experience improvements (e.g., simplifying onboarding, reducing implementation complexity, improving support interactions).
Support and help oversee Voice of the Customer (VOC) programs, including review and routing of NPS, CSAT, and customer feedback to appropriate business owners.
Ensure customer feedback is closed‑looped, tracked, and used to inform ongoing CX improvements.
Manage CX project plans, timelines, dependencies, risks, and stakeholder communications.
Develop and maintain project documentation and artifacts, including charters, project plans, executive summaries, and status updates.
Provide clear visibility into progress, risks, and outcomes for CX initiatives.
Act as a connector across teams to promote alignment, drive adoption of CX practices, and support change management.

3–5+ years of experience in project or program management.
Experience supporting or leading customer journey mapping, CX initiatives, service design, or customer‑focused improvement efforts.
Strong facilitation and communication skills, with the ability to lead workshops and engage diverse stakeholders.
Proven ability to manage multiple initiatives simultaneously in a cross‑functional environment.
Strong documentation and organizational skills, including experience creating project plans, charters, and executive‑level summaries.
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Comprehensive, multi-carrier program for medical, dental and vision benefits
401(k) with match and an Employee Share Purchase Plan
Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Project Manager – Customer Experience, CX

Key skills