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 for medical, dental and vision benefits
Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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