Project Manager – Customer Experience, CX
Location
United States
Posted
4 days ago
Salary
$65.1K - $130.3K / year
Bachelor Degree3 yrs expEnglish
Job Description
• Lead end‑to‑end customer journey mapping initiatives, including discovery workshops, internal stakeholder interviews, touchpoint mapping, pain‑point identification, and moments‑of‑truth analysis
• Facilitate cross‑functional workshops with Marketing, Sales, Implementation, Customer Support, Product, and Operations to understand the full customer lifecycle
• Translate journey insights into prioritized CX improvement initiatives and partner with business teams to define solutions
• Support the development and refinement of customer personas using journey insights, VOC data, and stakeholder input
• Partner with internal teams to design and execute experience improvements (e.g., simplifying onboarding, reducing implementation complexity, improving support interactions)
• Support and help oversee Voice of the Customer (VOC) programs, including review and routing of NPS, CSAT, and customer feedback to appropriate business owners
• Ensure customer feedback is closed‑looped, tracked, and used to inform ongoing CX improvements
• Manage CX project plans, timelines, dependencies, risks, and stakeholder communications
• Develop and maintain project documentation and artifacts, including charters, project plans, executive summaries, and status updates
• Provide clear visibility into progress, risks, and outcomes for CX initiatives
• Act as a connector across teams to promote alignment, drive adoption of CX practices, and support change management
Job Requirements
- 3–5+ years of experience in project or program management
- Experience supporting or leading customer journey mapping, CX initiatives, service design, or customer‑focused improvement efforts
- Strong facilitation and communication skills, with the ability to lead workshops and engage diverse stakeholders
- Proven ability to manage multiple initiatives simultaneously in a cross‑functional environment
- Strong documentation and organizational skills, including experience creating project plans, charters, and executive‑level summaries
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Benefits
- Comprehensive, multi-carrier program for medical, dental and vision benefits
- 401(k) with match and an Employee Share Purchase Plan
- Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
