Customer Journey Mapping: Design, map, and continuously optimize end-to-end customer lifecycles across all digital and physical touchpoints to identify friction and increase retention.

Voice of Customer (VoC) Programs: Build, manage, and scale feedback mechanisms (NPS, CSAT, CES, post-interaction surveys, and user interviews) to capture real-time customer sentiment.

Data-Driven Insights: Analyze structured and unstructured customer data to present actionable recommendations and business cases to executive stakeholders.

Cross-Functional Leadership: Partner directly with Product, Marketing, Sales, and Support leaders to translate user feedback into feature improvements and policy changes.

Service Standards & Empowerment: Establish quality assurance benchmarks and deliver training programs for customer-facing teams

Tech Stack Management: Oversee CX software, CRM integrations, survey platforms,



and analytics tools (e.g., Zendesk, Salesforce, Medallia

Requirements

Experience: 7-10+ years in a Customer Experience, Customer Success, or Operations leadership role (B2B SaaS or E-commerce experience preferred).

Education: Bachelor’s degree in Business, Marketing, Communications, Data Analytics, or equivalent practical experience

Technical Proficiency: Hands-on expertise with CRM platforms (Salesforce, HubSpot), CX management tools (Qualtrics, Medallia, Gainsight), and analytics software (Tableau, Mixpanel).

Analytical Skills: Proven track record of linking CX initiatives directly to business KPIs like retention rates, churn reduction, and CLV.

📌 Customer Experience (CX) Manager (Concord)
🏢 The Staffing Alternative
📍 Concord