Are you ready to lead customer‑centric initiatives that transform how customers experience our products and services?

Do you thrive at the intersection of strategy, insight, and execution—turning customer feedback into measurable business impact?

About the Business

We are a customer‑focused organization committed to designing and delivering seamless, efficient, and meaningful experiences across the end‑to‑end customer journey. By leveraging customer insights, cross‑functional collaboration, and structured Customer Experience (CX) practices, we continuously improve how customers interact with our products, services, and teams.

About Our Team

The Customer Experience Office serves as the Center of Excellence for driving world‑class customer experience—providing a credible source of customer insights and metrics that inspire accountability, action, and results. Our CX team partners closely with Product, Technology, Sales, Implementation, Customer Support, Operations, and CX leadership to embed customer‑centric thinking across the organization.

About the Role

The Project Manager – Customer Experience (CX) is a hands‑on project manager dedicated to delivering customer‑focused initiatives across the business. This role is primarily responsible for leading customer journey mapping efforts and driving the resulting improvement initiatives that address customer pain points and “moments of truth.”

This role blends strong project management fundamentals with CX expertise—partnering with cross‑functional teams to translate customer insights into actionable improvements that enhance the customer experience from pre‑sales through onboarding, implementation, and ongoing support.

Responsibilities

• Lead end‑to‑end customer journey mapping initiatives, including discovery workshops, internal stakeholder interviews, touchpoint mapping, pain‑point identification, and moments‑of‑truth analysis.

• Facilitate cross‑functional workshops with Marketing, Sales, Implementation, Customer Support, Product, and Operations to understand the full customer lifecycle.

• Translate journey insights into prioritized CX improvement initiatives and partner with business teams to define solutions.

• Support the development and refinement of customer personas using journey insights, VOC data, and stakeholder input.

• Partner with internal teams to design and execute experience improvements (e.g., simplifying onboarding, reducing implementation complexity, improving support interactions).

• Support and help oversee Voice of the Customer (VOC) programs, including review and routing of NPS, CSAT, and customer feedback to appropriate business owners.

• Ensure customer feedback is closed‑looped, tracked, and used to inform ongoing CX improvements.

• Manage CX project plans, timelines, dependencies, risks, and stakeholder communications.

• Develop and maintain project documentation and artifacts, including charters, project plans, executive summaries, and status updates.

• Provide clear visibility into progress, risks, and outcomes for CX initiatives.

• Act as a connector across teams to promote alignment, drive adoption of CX practices, and support change management.

Required Qualifications

• 3–5+ years of experience in project or program management.

• Experience supporting or leading customer journey mapping, CX initiatives, service design, or customer‑focused improvement efforts.

• Strong facilitation and communication skills, with the ability to lead workshops and engage diverse stakeholders.

• Proven ability to manage multiple initiatives simultaneously in a cross‑functional environment.

• Strong documentation and organizational skills, including experience creating project plans, charters, and executive‑level summaries.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications

• Background in Customer Experience (CX), service design, or business transformation.

• Experience working with VOC data (e.g., NPS, CSAT, survey feedback) and routing insights to business teams.

• Familiarity with customer journey mapping tools or methodologies (formal tools preferred but not required).

• PMP certification strongly preferred

• Experience working in enterprise or matrixed organizations.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program