Lead Program Manager Customer Experience

Client is scaling an AI-first operating model designed to predict customer needs, reduce systemic friction, improve Customer Satisfaction (CSAT), improve Gross Revenue Retention (GRR), and increase operational efficiency.

The customer journeys and service experiences that most influence these outcomes onboarding, product usage, support interactions, service delivery, and digital self-service span multiple organizations across Product, Engineering, Customer Support, Content, Data, and Customer Experience.

Customer signals are increasing, but enterprise execution of CX transformation remains inconsistent. Initiatives stall in cross-functional complexity, ownership is fragmented, and improvements tied to retention and efficiency do not scale.

Customer Experience Done Right (CXDR) is client s enterprise strategy for improving customer journeys, service delivery, and operational efficiency at scale.

The Lead Program Manager, CX Transformation exists to convert CXDR priorities into coordinated enterprise execution.

This role owns the design and delivery of cross-functional CXDR programs including GenAI-powered self-service, Unified Service Delivery, Predictive Customer Engagement, and Customer Onboarding ensuring programs are intentionally defined, sequenced, and executed to deliver durable outcomes.

This is a demanding, fast-moving environment where clarity must be created, not assumed. Success requires strong executive presence, full ownership of outcomes, and the ability to drive progress despite ambiguity.

How This Role Elevates the client

Business Elevation Drives CXDR programs that improve GRR, CSAT, and operational efficiency by ensuring initiatives are clearly defined, sequenced, and delivered with measurable outcomes. Reduces fragmentation by establishing unified direction and execution across cross-functional teams.

Customer Elevation Improves critical customer journeys and service experiences across onboarding, support, and self-service, reducing effort and increasing consistency. Ensures customer insight translates into tangible, implemented experience improvements.

Organizational Elevation Strengthens execution across Product, Engineering, and Customer teams by creating clarity where processes, data, and ownership are still maturing. Raises the standard for program ownership, accountability, and cross-functional delivery.

A Bar Raiser in this role leaves client with stronger execution discipline and measurable improvements across CXDR programs.

Responsibilities (Enterprise CXDR Program Ownership)

Own CXDR Program Delivery Lead enterprise CXDR programs including GenAI self-service, Unified Service Delivery, Predictive Customer Engagement, and Customer Onboarding. Define program scope, use cases, success metrics, and sequencing aligned to customer and business outcomes, and drive execution through implementation and impact realization. Authority: Accountable for end-to-end program delivery, sequencing, and outcomes.

Drive Cross-Functional Execution Align Product, Engineering, Support, Content, Data, and UX teams around unified program goals; establish accountability, resolve tradeoffs, and maintain execution momentum while preventing fragmented or duplicative efforts. Authority: Owns cross-functional execution alignment.

Translate Insight into Actionable Programs Convert Voice of Customer, operational data, and research into clearly defined use cases and structured program requirements; prioritize initiatives based on customer and business impact and ensure root causes of friction are addressed. Authority: Owns prioritization and program definition.

Operate in Ambiguity and Build Structure Create clarity in program direction, decision-making, and ownership where it does not yet exist; identify and close gaps in process, data, and coordination to sustain execution. Authority: Responsible for advancing programs regardless of organizational complexity.

Drive Measurement and Impact Define and track KPIs tied to CSAT, GRR, customer effort, service quality, and operational efficiency; communicate progress, risks, and outcomes through clear executive narratives.

Authority: Owns program performance visibility and impact reporting.

12-Month Success Signals

Within 12 months: CXDR programs launched across GenAI self-service, Unified Service Delivery, Predictive Engagement, and Onboarding Clear program structures and sequencing established across Product, Engineering, and Customer organizations Customer insight translated into defined use cases and execution plans Measurable improvements in customer effort, experience quality, and operational efficiency

Beyond 12 months: Demonstrated impact on GRR improvement and operational efficiency gains Sustained cross-functional execution with reduced fragmentation Consistent pipeline of well-defined, customer-driven initiatives

AI Expectations (AI Bar Raiser Standard)

Client is an AI-first company. This role is expected to actively embed AI into CX transformation programs, not treat it as an optional enhancement.

This role identifies where AI meaningfully improves customer experience scale, responsiveness, and operational efficiency particularly across self-service, support, and customer engagement.

It ensures programs are designed to incorporate automation, predictive insight, and intelligent workflows, and partners with Product, Engineering, and Data teams to deliver AI capabilities that are usable, governed, and scalable.

AI must be applied deliberately to improve system capability, reduce customer effort, and drive measurable business outcomes not as surface-level automation.

Required Qualifications