Senior Customer Experience Manager (R-19304)

The Senior Customer Experience Manager partners with the Head of Client Experience to define and execute the global customer experience (CX) strategy, building on established frameworks and governance.

 

This role is accountable for leading enterprise-level CX transformation, owning Voice of Customer (VoC) strategy maturity, and driving measurable business impact through customer-centric initiatives.

 

Acts as a strategic advisor and change leader, embedding customer advocacy across products, operations, and client success functions. 

Conduct organizational assessments through stakeholder engagement across the ecosystem.

Develop and execute Customer Experience strategies aligned with corporate priorities.

Lead Customer Experience transformation planning, including pilots, communication, training, engagement, metrics, and governance reviews.

Own CX governance model, ensuring accountability, performance tracking, and executive visibility.

Establish advanced VoC strategy and analytics, ensuring insights influence executive decisions and product roadmap planning.

Provide thought leadership and coaching to senior stakeholders and business leaders to increase CX maturity.

Oversee customer journey architecture and continuous improvement across critical journeys.

Partner with Product, Client Success, Marketing, and Operations leadership to integrate CX into operating models.

Additional duties as assigned.

Bachelor’s Required

8 to 12 years of experience

Bachelor’s degree in Business Administration, Marketing, or related disciplines.

At least 8 years of experience in supporting customer experience strategy

Strategic agility with the ability to align CX initiatives to enterprise priorities.

Strong group facilitation skills with the ability to guide co-creation and stakeholder alignment.

Advanced data interpretation skills to translate insights into CX actions.

Design Thinking / Human-Centered Design experience.

Ability to create visual models and artifacts that translate concepts into actionable designs.

Customer Journey Mapping expertise using data and research to identify gaps and opportunities.

Strong strategic thinking and executive communication skills.

Experience driving transformation in complex, global organizations.

Strong stakeholder management and influencing skills at senior levels.

CCXP certification preferred.

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.

· 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.

All Dun & Bradstreet job postings can be found at https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

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