About the RoleAs a Customer Experience Manager, you will lead customer experience initiatives that improve customer journeys, strengthen engagement, and deliver measurable business outcomes. This role combines strategic thinking, project leadership, data-driven decision making, and AI innovation to enhance experiences across digital and customer-facing touchpoints. You will work closely with cross-functional teams to identify opportunities, implement improvements, and champion a customer-first culture throughout the organization.
Responsibilities- Lead, coach, and develop a small team of CX specialists or coordinators (where applicable).
- Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.
- Design and implement customer journey improvements across digital and physical touchpoints.
- Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities.
- Build and maintain CX program documentation, playbooks, and standard operating procedures.
- Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience.
- Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows.
- Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.
Requirements- Experience in customer experience, customer success, or a closely related field.
- Experience with journey mapping, service design, or UX research methodologies.
- Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms.
- Demonstrated experience executing CX projects from concept to completion.
- Proven AI fluency with practical experience using AI tools to improve customer-facing processes or experiences.
- Strong analytical skills and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.
- Excellent communication skills with the ability to influence stakeholders at all levels of the organization.
- Experience leading or coordinating cross-functional teams or projects.
Work in a Way That Works for YouWe promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working PatternWorking flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
About the BusinessLexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
U.S. National Base Pay Range: $86,600 - $144,400. Geographic differentials may apply in some locations to better reflect local market rates.If performed in Illinois, the base pay range is $90,900 - $151,700.If performed in Chicago, IL, the base pay range is $95,300 - $158,900.If performed in Ohio, the base pay range is $82,300 - $137,200.This job is eligible for an annual incentive bonus.Base Pay Range in Ontario: $86,400 - $144,000 (CAD).This posting is for an existing vacancy.
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. 
