Senior Manager - Customer Experience Transformation

Summary

Position Summary

The Senior Manager of Customer Experience Transformation is a hands-on leader responsible for advancing Athens Services’ customer experience strategy through data, technology, and human-centered design.

With a strong focus on Qualtrics implementation, insights activation, and project delivery, this role builds the programs, tools, and processes that strengthen customer journeys and elevate service consistency. The position requires close collaboration with senior management across the organization, ensuring customer insights are understood, prioritized, and translated into meaningful improvements.

Job Description

Key Responsibilities

CX Strategy Support & Transformation Initiatives

• Work closely with senior management and departmental leaders to support the continued development and refinement of Athens’ customer experience strategy.
• Lead CX transformation projects and ensure alignment with organizational priorities.
• Partner with teams across the company to embed customer-centric practices into processes, systems, communications, and service design.
• Translate insights into clear, practical recommendations that drive measurable improvements.

Experience Management & Qualtrics Implementation

• Serve as the day-to-day owner of Qualtrics XM, overseeing configuration, deployment, adoption, and optimization.
• Create dashboards, alerts, workflows, and surveys that enable leadership and teams to understand and act on customer feedback.
• Develop and maintain customer personas and segmentation models that guide targeted service and communication improvements.
• Build and update end-to-end customer journey maps to identify friction points and opportunities.
• Track NPS, CSAT, CES, sentiment, and other KPIs—delivering insight-driven reporting directly to senior management.

Project Management & Change Enablement

• Manage CX project plans, timelines, communications, and stakeholder coordination.
• Lead execution for new CX tools, processes, and technology enhancements.
• Support change management efforts to drive adoption of customer-centric practices and new workflows.

Process Improvement & Experience Design

• Support continuous improvement and service design initiatives to simplify customer journeys and improve experience quality.
• Work with leaders across the business to align KPIs and reporting with enhanced customer experience expectations.
• Recommend process refinements that strengthen consistency and reduce customer friction.

Internal Collaboration & Culture Building

• Partner with senior leaders to promote a culture of customer empathy, listening, and accountability.
• Provide guidance, training, and tools that help teams use insights to drive action.
• Help departments understand their role in delivering exceptional customer experiences and empower leaders to cascade improvements through their teams.

Benefits: