Project Manager – Customer Experience (CX)

RELX is a customer-focused organization committed to designing and delivering seamless experiences across the customer journey. The Project Manager – Customer Experience (CX) will lead customer journey mapping and improvement initiatives, collaborating with cross-functional teams to enhance the overall customer experience.

Responsibilities:

• 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

Requirements:

• 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)
• Background in Customer Experience (CX), service design, or business transformation
• Experience working with VOC data (e.g., NPS, CSAT, survey feedback) and routing insights to business teams
• Familiarity with customer journey mapping tools or methodologies (formal tools preferred but not required)
• PMP certification strongly preferred
• Experience working in enterprise or matrixed organizations