Customer Experience Manager-MCE

Experian is a global data and technology company that empowers businesses and individuals through data-driven insights and solutions. The Customer Experience Manager will connect customers, contact centers, and internal teams to ensure smooth operations and meaningful action from customer feedback, aiming to improve service levels and customer satisfaction. This role involves collaborating across various departments to enhance customer experience and deliver measurable outcomes.

Responsibilities:

• Be a Voice of Customer (VoC) and business line subject Matter Expert; summarize direct, indirect, and inferred feedback into clear insights and action plans
• Identify and escalate urgent customer experience issues; ensure ownership, timelines, and updates until closure
• Communicate with teams to ensure client needs are met and feedback loops are closed
• Prepare and deliver executive summaries to internal/external partners; lead weekly, monthly, and quarterly reviews focused on decisions, not status
• Present call-center performance (service levels, call volumes, AHT, FCR, CSAT/NPS) with insights and recommendations
• Share status updates and summaries with leadership; host partner syncs to review progress and remove blockers
• Work with operations to monitor service levels, call volumes, and time to resolution, flag trends and capacity risks
• Review KPIs and dashboards; guide real-time responses and longer-term improvements
• Ensure adherence to processes and standards across our teams and partners
• Identify and define process improvement opportunities (journey mapping, defect reduction, policy simplification) and lead regular improvement reviews with partners
• Evaluate partner performance and recommend adjustments to protect Service level agreements and customer outcomes
• Update standards, tools, and documentation for future scalability and repeatability
• Collaborate with Product/Marketing/Account Development on customer-facing enhancements; give feedback on product/marketing changes affecting Customer Experience
• Attend strategy meetings (Product, Marketing, Sales, CRM) to align goals and timelines for shared plans; share customer insights to influence roadmaps
• Launch or evaluate loyalty programs; measure the impact on retention and CLV
• Track project progress and resolve blockers; run project team meetings, risk/mitigation reviews, and deliverable quality checks
• Launch new projects or phases, evaluate outcomes, and feed insights into standards and strategies

Requirements:

• Bachelor's degree or equivalent experience; 8+ years of demonstrated strategic leadership experience
• 5+ years in client/relationship management with a track record of influencing internal and external partners
• Expert level customer service leadership with contact center experience (voice and digital), and expert project and Program Management (portfolio planning, dependencies, risk)
• Problem‑solving skills and fluent with KPI design and performance storytelling (FCR, AHT, CSAT, NPS, CES; SLA/ASA)
• Deep leadership and team building skills; able to organize and motivate internal and remote teams
• Experience communicating with executives and the ability to advocate for the right approach to support customer and results
• Reliable and proactive, follows through on commitments, ability to navigate change and work in a remote environment with a professional virtual presence and secure workspace
• CRM & Collaboration tools
• Experience Management integrations with CRM and contact center, closed loop alerts and dashboards
• Contact Center & Analytics
• Dashboard tools that support portfolio visibility, dependencies, and OKR understanding
• Journey Mapping & CX Design