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CX Senior Manager Insights - Remote
What you will do
- Lead end‑to‑end customer experience research using qualitative and quantitative methods to inform enterprise digital strategy and investment decisions.
- Analyze and synthesize data from voice‑of‑customer and voice‑of‑employee programs to identify trends, drivers, and prioritized experience opportunities.
- Design and manage customer listening programs, including surveys, journey feedback, and experience metrics such as Net Promoter Score and Customer Satisfaction.
- Translate insights into clear recommendations that improve customer loyalty, lifetime value, ease of doing business, and revenue performance.
- Partner with product, sales, business operations, design, and technology teams to embed customer insights into agile planning and solution delivery.
- Develop and scale customer experience frameworks, including journey mapping, persona segmentation, and competitive benchmarking practices.
- Leverage customer experience management and AI‑enabled tools to detect patterns, signals, and pain points and proactively address experience risks.
- Contribute to elevating enterprise digital maturity by ensuring every interaction reflects a deep understanding of customer needs and measurable outcomes.
What you will need
- Bachelor’s degree (minimum).
- Minimum 10 years of experience in customer experience, customer insights, or commercial strategy roles.
- Minimum 3 years of people management experience.
- Minimum 5 years of experience designing and leading qualitative and quantitative CX research programs.
- Minimum 5 years of experience managing customer feedback programs and metrics (e.g., Net Promoter Score, Customer Satisfaction).
- Master’s degree in Business, Marketing, Analytics, Psychology, or a related field.
- Experience using customer experience platforms such as Qualtrics, Medallia, or Forsta.
- Experience working with customer relationship management systems and analytics tools such as SQL, Excel, SPSS, Tableau, or Power BI.
Additional Information
- Work arrangement: This role is remote; however, there is a strong preference for candidates located near Portage, MI or Mahwah, NJ to support collaboration and on‑site engagement as needed.
Posted Date: 04/23/2026 This role will be posted for a minimum of 3 days.
United States of America Pay Ranges:
- USN: $135,600 - $225,900 USD Annual
- US5: $142,400 - $237,200 USD Annual
- US10: $149,200 - $248,500 USD Annual
- US15: $155,900 - $259,800 USD Annual
- US20: $162,700 - $271,100 USD Annual
- US30: $176,300 - $293,700 USD Annual