Customer Experience Manager

CSC is hiring a Customer Experience Manager to lead customer research, experience analysis, journey and process design, and cross-functional facilitation within its Enterprise Technology team. The role applies CSC's CX methodology from discovery through recommendations, implementation support, and measurement to improve customer outcomes and business performance.

Responsibilities:

• Apply CSC's established CX methodology, tools, templates and standards consistently across initiatives
• Use the appropriate level of CX rigor based on the size, complexity, risk and customer impact of each initiative
• Help teams understand how and when to use the CX process and identify practical improvements to tools and methods based on what is learned through application
• Contribute to a sustainable customer-centered operating rhythm while working within enterprise CX strategy and governance established by CX leadership
• Define research objectives and determine the right mix of qualitative, survey, operational and existing-data inputs needed to answer key business questions
• Design and conduct customer and employee interviews, stakeholder interviews, focus groups, observations and other qualitative research as appropriate
• Develop clear, unbiased discussion guides and research materials; synthesize qualitative findings into themes, moments that matter, pain points, unmet needs and actionable insights
• Design or refine surveys and feedback approaches, including question development, response scales, journey-aligned measurement and closed-loop considerations
• Analyze and connect customer feedback, survey results, operational data, process information and business context to distinguish symptoms from root causes and identify what matters most
• Lead current-state and future-state customer journey mapping, service blueprinting and process mapping to make customer needs, backstage dependencies, handoffs and ownership visible
• Facilitate design thinking, ideation and prioritization activities that translate customer insights into practical future-state experiences and requirements
• Identify how process, technology, policy, data, roles, governance and communication contribute to experience gaps and help cross-functional teams determine what must change
• Prioritize opportunities based on customer impact, business value, risk, effort and feasibility; translate recommendations into clear roadmaps and next actions
• Design and facilitate workshops and working sessions with senior leaders, product teams, operational teams, technical teams and frontline employees
• Create structure in ambiguous situations, draw out diverse perspectives, manage competing viewpoints and guide groups toward decisions and shared ownership
• Build credibility quickly and influence stakeholders across functions and levels without relying on formal authority
• Translate CX concepts into the language of the audience, including product, operations, technology and leadership, while balancing customer needs with business and operational realities
• Develop concise, executive-ready presentations, reports and recommendations that simplify complexity without losing the insight
• Define experience, operational and product/business outcome measures that show whether customer improvements are working
• Use customer and operational evidence to establish baselines, identify improvement opportunities and monitor progress over time
• Quantify the potential and realized value of CX improvements by connecting experience issues to productivity, rework, cost-to-serve, adoption, risk, retention, revenue, margin or other relevant business outcomes
• Help teams identify the inputs needed to build practical business cases and demonstrate the financial impact of prioritized experience improvements
• Remain engaged through implementation to help ensure the intended customer outcome is preserved as solutions are designed and delivered, while implementation ownership remains with the accountable business or product team
• Help establish practical listening and closed-loop mechanisms that turn recurring customer feedback, incidents and performance findings into prioritized improvement opportunities

Requirements:

• The ideal candidate combines strong CX expertise with curiosity, structured thinking, excellent facilitation and communication skills, and the ability to influence without formal authority
• They can take a complex or ambiguous business problem, determine what needs to be learned, gather the right evidence, connect insights across multiple sources, and translate findings into practical, prioritized actions with measurable value
• 5+ years of professional Customer Experience
• Bachelor's degree or equivalent combination of relevant professional experience, training and demonstrated capability
• Demonstrated experience independently leading customer research, journey mapping, experience design and insight-driven improvement initiatives
• Qualitative research skills, including research design, interviewing, synthesis, theme development and translation of findings into actionable recommendations
• Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer, survey design and customer experience measurement
• Data fluency: ability to interpret survey results, operational metrics and dashboards; work comfortably in Excel; combine qualitative and quantitative evidence; and understand what the data does and does not prove
• Facilitation skills, including the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization and decision-making
• Ability to influence cross-functional stakeholders and drive alignment without direct authority
• Written, visual and verbal communication skills, including executive-level report writing and presentation development
• Ability to connect customer experience issues to underlying process, technology, policy, data, role clarity, governance and ownership factors
• Ability to connect experience improvements to meaningful operational and financial outcomes
• Comfort learning technical concepts and partnering with product, engineering, technology, security and operational teams
• Experience managing multiple complex initiatives and stakeholders while maintaining strong attention to detail and follow-through
• The role is not eligible for employment visa sponsorship (e.g., H‑1B, TN, E‑3) now or in the future.
• Experience using collaborative workshop and journey-mapping tools such as Miro, Mural or similar platforms
• Experience with survey, feedback or research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting or similar tools
• Experience with analytics or visualization tools such as Power BI, Tableau or comparable platforms
• Familiarity with enterprise/product workflow tools such as ServiceNow or SharePoint
• Comfort using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation and communication while applying strong human judgment and validation
• Familiarity with change management and adoption principles; formal certification is not required
• CX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research or related methods