Senior Manager, Customer Experience

OGC Global is seeking a seasoned Senior Manager, Customer Experience to lead a high-impact customer experience program within a Fortune 500 company. This role involves shaping and executing the client’s CX strategy, managing a multidisciplinary team, and serving as a primary consulting partner to senior stakeholders.

Responsibilities:

• Own and lead the end-to-end CX program for a major client
• Design and evolve CX frameworks, measurement systems, and operating models
• Translate customer insights into clear, actionable business recommendations
• Ensure alignment between CX initiatives and broader business strategy and goals
• Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)
• Serve as the senior embedded CX advisor to client leadership teams
• Build trusted relationships with executives across marketing, product, operations, and service
• Lead workshops, presentations, and strategic sessions with stakeholders
• Influence decision-making through data-driven storytelling and insights
• Identify new opportunities to expand CX impact within the organization
• Manage and develop a team of CX analysts / consultants / researchers
• Allocate work streams, set priorities, and ensure high-quality delivery
• Mentor team members and support their professional growth
• Foster a high-performance, collaborative, and insight-driven culture
• Oversee customer research, survey programs, and journey analytics
• Ensure rigorous data quality, methodology, and storytelling standards
• Partner with data and analytics teams to derive advanced insights
• Translate complex datasets into executive-ready narratives and dashboards
• Manage multiple CX work streams and ensure timely delivery of outputs
• Coordinate across internal teams and client stakeholders
• Maintain governance, reporting cadences, and program documentation
• Identify risks, dependencies, and escalation paths proactively

Requirements:

• 6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights roles
• Proven experience leading CX programs for large, complex organizations
• Strong background in consulting or embedded client-facing roles
• Experience managing teams and developing talent
• Deep understanding of CX methodologies, journey mapping, and customer research
• Strong quantitative and analytical skills (Excel, BI tools, survey platforms)
• Excellent executive communication and storytelling skills
• Ability to operate in a fast-paced, client-facing environment with multiple stakeholders
• SQL/Python a plus