The Customer Experience Program Manager is responsible for managing and scaling enterprise Voice of the Customer (VoC) programs and strategies that support customer experience transformation and business decision-making.
The role designs and optimizes customer feedback programs, applying best practices in survey methodology, governance, data quality, and reporting.
This role will work cross-functionally with Product, Sales, Operations, Technology, Go-to-Market, and other stakeholder groups, the role integrates customer insights into business processes and provides actionable information that supports performance improvement and customer-focused decisions.
Key Responsibilities:- Support the execution and optimization of Voice of the Customer programs aligned with corporate priorities.
- Design and implement customer listening programs, including relational NPS, touchpoint, and journey surveys, applying best practices in methodology, survey design, and contact strategy.
- Partner with Go-to-Market, Product, Operations, Technology, and Sales teams to integrate customer experience into operating models, enable performance tracking and stakeholder visibility, and establish effective customer feedback loops.
- Maintain survey governance, metadata standards, taxonomy structures, and data quality across customer listening programs.
- Create and maintain dashboards and reports that support stakeholders, KPI tracking, and business priorities.
- Analyze customer feedback and operational data to identify trends, opportunities, and risks, and support the customer experience governance model through clear, actionable recommendations for partner teams.
Essential Skills Needed:- Bachelor's degree in Business Administration, Marketing, or related disciplines.
- 5 - 8 years of relevant experience in customer experience, Voice of the Customer, customer insights, survey program management, analytics, or a related field.
- Qualtrics administrator and power-user experience across Engage, Workflows, XM Directory, integrations, and automations.
- Preferred: Qualtrics Level 1 certifications in Platform Essentials and XM Fundamentals or Qualtrics Level 2 CX Expert certification is an advantage.
- Experience with Salesforce, Gainsight, or comparable customer relationship and customer success platforms.
- Experience working with customer, CRM, support, financial, or operational datasets.
- Experience with Google Cloud Platform, Power BI, or related data and reporting platforms.
- Familiarity with AI tools, text analytics, and natural language processing.
- Ability to troubleshoot workflow, automation, integration, and data-quality issues.
- Proficiency in Microsoft Office Suite skills
- Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
- Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
- Where applicable, fluency in English and languages relevant to the working market.
- Willingness to travel internationally as required.
Benefits We Offer• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leave after one year of employment.
• Paid sick time to care for yourself or family members.
• Education assistance and extensive training resources.
• Do Good Program: Paid volunteer days & donation matching.
• Competitive 401k with company matching.
• Health & wellness benefits, including discounted Wellhub membership rates.
• Medical, dental & vision insurance for you, spouse/partner & dependents.
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