Senior Customer Experience Delivery Manager

Role Overview

• Implementation of CX Journey Designs: Take completed customer journey design outputs (such as journey maps, design concepts, and touchpoint strategies) and lead the execution of those designs across various business functions.
• Work closely with business units to ensure that the customer journey improvements are implemented in a timely and effective manner.
• Ensure clear alignment of the CX strategy with business objectives to drive both customer satisfaction and business outcomes.
• Act as the central point of contact for CX-related initiatives, working to secure resources, assign responsibilities, and drive execution across the business.
• Build and maintain strong relationships with business leaders to advocate for CX priorities and secure buy-in.
• Coordinate across multiple teams to ensure that each department is accountable for its role in the execution of CX initiatives, with clear expectations and deadlines.
• Lead project management activities for CX journey initiatives, including scoping, planning, resourcing, and risk management.
• Create detailed project plans, timelines, and resource allocations, ensuring the successful transition and execution of CX initiatives from design to delivery.
• Develop clear KPIs and success metrics to evaluate the effectiveness of implemented CX improvements (e.g., NPS, CSAT, customer retention, revenue impact, operational efficiencies, etc.).
• Continuously track and measure the impact of journey improvements and report on progress and results to senior leadership and other stakeholders.

Requirements

• Bachelor degree in business administration, marketing, communications
• 3 or more years experience with CX methodologies and agile project management
• 5 or more years’ experience in customer experience, Customer Experience strategy and/or project management
• 3 or more years of project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives)
• 3 or more years’ experience with data analysis and reporting
• Certified Customer Experience Professional (CCXP) (preferred)

Benefits

• Medical
• Dental
• Vision
• Life
• STD/LTD
• 401(k)
• Paid Time Off (PTO)
• Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan