Customer Experience Strategy Manager

Jobgether

3d • Remote

About The Position

This role offers an exciting opportunity to lead customer experience strategy and deliver actionable insights that shape the end-to-end customer journey. The Customer Experience Strategy Manager will design and execute Voice of Customer (VoC) programs, analyze quantitative and qualitative feedback, and drive cross-functional improvements that enhance customer loyalty and satisfaction. This position requires a data-driven mindset, strong storytelling skills, and the ability to influence leaders across the organization. You will play a pivotal role in embedding a customer-centric culture, operationalizing feedback processes, and ensuring the company consistently meets and exceeds customer expectations. This remote role is ideal for someone passionate about understanding customer needs, improving processes, and creating measurable business impact.

Requirements

• 5+ years of experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 environment.
• Proven experience managing global customer or partner listening programs, including NPS, advisory boards, transactional surveys, or event-based surveys.
• Strong understanding of survey design, research methods, and statistical analysis.
• Skilled in analyzing and interpreting qualitative and quantitative data, constructing compelling narratives, and making strategic recommendations.
• Ability to build trust, influence stakeholders, and communicate effectively with executive audiences.
• Demonstrated ability to manage multiple projects in a fast-paced environment, with curiosity and strong analytical skills.
• Experience with enterprise-level customer experience platforms such as Qualtrics, Medallia, or similar.
• Excellent presentation skills with the ability to synthesize complex data into actionable insights.

Nice To Haves

• proficiency in R or Stata for statistical analysis, and experience with churn or predictive modeling.

Responsibilities

• Design, implement, and manage world-class Voice of Customer (VoC) programs, including surveys, advisory boards, transactional feedback, and event-based feedback.
• Lead analysis of quantitative and qualitative customer data to derive actionable insights and identify opportunities for improvement across the customer journey.
• Facilitate cross-functional insight reviews and action-planning meetings to drive systemic customer experience enhancements.
• Build and maintain a robust closed-loop process to ensure timely follow-up with customers and effective resolution of issues.
• Support implementation of customer experience management platforms to centralize and streamline feedback channels.
• Promote a customer-centric culture by inspiring teams to act on insights and delivering data-driven storytelling to influence business strategy.
• Stay current on industry trends, emerging technologies, and best practices to continuously improve customer experience initiatives.

Benefits

• Competitive salary range: $106,802–$179,500 USD (dependent on experience, skills, and location).
• Remote-first work environment with flexible working options.
• Comprehensive medical, dental, and vision insurance.
• Paid parental leave and additional leave for birthing parents.
• Employee-led professional development opportunities.
• Supportive, inclusive work environment emphasizing collaboration and team success.
• Access to wellness programs, volunteer opportunities, and employee referral rewards.
• Opportunities to impact critical industries and work on high-visibility initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed