Lead, CX Program Manager (Digital-led)

Join us on our mission to make a better world of work. 

Culture Amp revolutionizes how over 25 million employees across 6,000 companies create a better world of work. As the global platform leader for employee experience, Culture Amp empowers companies of all sizes and industries to transform employee engagement, develop high performing teams, and retain talent via cutting-edge research, powerful technology, and the largest employee dataset in the world. The most innovative companies across the globe, such as Salesforce, PwC, KIND, SoulCycle, Celonis and BigCommerce depend on Culture Amp every day.

Culture Amp is backed by 10 years of innovation, leading capital venture funds, and offices in the U.S, U.K, Germany and Australia. Culture Amp is recognized as one of the world’s top private cloud companies by Forbes and one of the most innovative workplace companies by Fast Company.

Learn more about how Culture Amp can help you create a better world of work at cultureamp.com.

Special Note About this Opportunity:

- Candidates MUST be located in the Chicago area to be considered for this position

 

About the Role

Culture Amp is growing our successful digital-led customer experience to help more of our customers build a better world of work. We’re looking for someone who can design, execute, and maintain an experience that brings the expertise of our Customer Success team, People Scientists, and Support to these customers at scale. In this highly cross-functional role, the Lead Program Manager will manage the broader digital-led program, creating new capabilities and driving improvements to existing components in partnership with Customer Success, Product and Customer Marketing, and other teams across our business. 

 

In this mission-critical role, you will: 

• Own the digital-led customer experience, expanding its reach across all customer segments to drive business outcomes like activation, adoption, and retention
• Identify, prioritize, and deploy new scaled opportunities within the customer journey
• Manage large-scale projects to achieve customer and product outcomes
• Build point-in-time campaigns in collaboration with Customer Success and Customer Marketing
• Conduct data analysis on the scaled customer journey 
• Partner with Product Managers and Marketers to embed scaled methods in our product releases
• Collect customer feedback on the scaled customer journey to drive continuous improvement

 

You have:

• Demonstrated experience in a customer-facing or project management role in a SaaS environment
• Track record of driving results in product adoption and customer engagement via scaled programs
• Experience with a digital adoption platform (Intercom, WalkMe, Pendo, etc.) 
• The ability to design and maintain a complex customer experience that includes both tooling and live interventions from Customer Success
• The ability to identify hypotheses, design experiments, and assess their effectiveness in driving customer outcomes 
• You know how to lead complex projects from start to finish and measure your success
• You excel at creating clear and impactful communications, both internally and externally

 

Non average workplaces attract above average people.

We consider ourselves anything but average and strive to make a home for different types of people from around the world to do their best work and have fun doing it. So we have created 4 “not your average” values that we live by, take a read, and if this sounds like the environment for you, please apply! 

We are extremely proud of the Culture we have built - check out what we have going on through our Glassdoor reviews. speak for themselves! 

We are committed to not only making a better world of work, but also a better world. So we are proud to be recognised as a certified B-Corp.

We believe that inclusive businesses are better, not just for “company results”, but for the world. We have a strong commitment to Anti-Racism, and endeavor to lead by example. Every step we make as a business towards anti-racism is another step we can take to support our customers in making a better world (of work). You can see our current commitments to Anti-Racism here.

 

We ensure you have the tools you need to thrive both in and out of work.