Senior Manager – Customer Experience & Insights

KPG99 INC is seeking a Senior Manager with strong Customer Experience (CX) and Customer Insights expertise to lead enterprise-level CX transformation initiatives. The role involves driving CX strategy, translating customer insights into actionable recommendations, and managing executive-level stakeholders.

Responsibilities:

• Drive CX strategy and customer-centric initiatives across business, product, operations, and technology teams
• Translate customer insights and behavioral data into actionable business recommendations
• Manage executive-level stakeholders and cross-functional alignment
• Lead workshops, presentations, and strategic working sessions
• Support governance, delivery tracking, and program coordination initiatives

Requirements:

• 8+ years in CX, Customer Insights, Customer Strategy, Consulting, or related areas
• Strong stakeholder management and executive communication skills
• Experience with VOC programs, customer journey optimization, customer analytics, or behavioral insights
• Exposure to enterprise transformation and matrixed organizations
• Prior program/project governance experience is a plus
• Experience in enterprise SaaS, healthcare, insurance, consulting, or digital transformation environments