Customer Experience Manager

The Customer Experience Manager will lead customer-centered research, experience analysis, and improvement initiatives that strengthen client outcomes and business performance. Working within an established enterprise Customer Experience (CX) strategy, you will guide projects from discovery and insight generation through recommendations, implementation support, and measurement. You will collaborate with leaders and teams across product, technology, operations, and frontline functions to identify experience gaps and develop practical, prioritized solutions. By combining qualitative research, quantitative analysis, journey mapping, and structured facilitation, you will help transform complex challenges into measurable improvements. This hands-on role requires the ability to influence stakeholders without direct authority while balancing customer needs with business priorities. The position is remote within the United States or EMEA, with periodic travel to Wilmington, Delaware, and other offices for key meetings and workshops.

The ideal candidate is an experienced CX practitioner who combines strong research and analytical capabilities with structured problem-solving, excellent facilitation, and a clear understanding of business outcomes. The role requires the ability to lead complex initiatives independently and influence stakeholders across functions. Qualifications include:

• At least five years of professional experience in Customer Experience.

• A bachelor's degree or an equivalent combination of relevant professional experience, training, and demonstrated capability.

• Proven experience independently leading customer research, journey mapping, experience design, and insight-driven improvement initiatives.

• Strong qualitative research skills, including research planning, interviewing, synthesis, theme development, and translating findings into actionable recommendations.

• Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer (VoC), survey design, and CX measurement.

• Data fluency, including the ability to interpret survey findings, operational metrics, and dashboards; work confidently in Excel; combine qualitative and quantitative evidence; and recognize the limitations of available data.

• Strong facilitation skills and the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization, and decision-making.

• Demonstrated ability to influence stakeholders, build alignment, and drive shared decisions without formal authority.

• Excellent written, visual, and verbal communication skills, including executive-level reporting and presentation development.

• Ability to connect customer experience challenges to underlying processes, technology, policies, data, governance, role clarity, and ownership.

• Ability to link experience improvements to meaningful operational and financial outcomes.

• Comfort learning technical concepts and partnering with product, engineering, technology, security, and operational teams; a technical background is not required.

• Experience managing multiple complex initiatives and stakeholders while maintaining attention to detail, organization, and follow-through.

• Availability to work onsite periodically at the Wilmington, Delaware office and other company offices for key meetings, workshops, planning sessions, and business needs.

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  Estimated annual salary range: $98,934.20–$108,288.08.

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  Compensation decisions depend on factors including work location, knowledge, and experience.

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  Remote work arrangement available within the United States or EMEA.

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  Opportunities to collaborate with cross-functional teams and influence enterprise-wide customer experience initiatives.

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  A role focused on professional growth, continuous learning, and measurable business impact.

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  A collaborative culture centered on trust, unity, growth, and care.