{"id":2942115,"url":"https://alion.io/job/csc-customer-experience-manager","title":"Customer Experience Manager","company":{"id":20296,"name":"CSC","domain":"cscglobal.com","url":"https://alion.io/company/csc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":90,"open_postings":36,"ghost_share":0,"stale_share":0.389,"repost_share":0.028,"time_to_fill_p50_days":58,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wilmington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":68000,"max_usd":144000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":768},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Miro","optional":true},{"name":"Power BI","optional":true},{"name":"ServiceNow","optional":true},{"name":"SharePoint","optional":true},{"name":"UserTesting","optional":true}],"status":"live","first_seen_at":"2026-10-20T14:53:10Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-29T02:57:32Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Customer Experience Manager\nRemote-United States or EMEA\nMonday to Friday 8:00 am to 5:00 pm\nThe Customer Experience Manager is a hands-on CX practitioner and internal consultant who leads customer research, experience analysis, journey and process design, cross-functional facilitation, prioritization and measurement to improve customer outcomes and business performance as part of the Enterprise Technology team.\nThis role will work within CSC's established CX strategy, operating framework and methodology, applying the appropriate level of CX rigor to initiatives across the organization. The manager will lead CX work from discovery through recommendation and stay engaged through implementation and measurement to help ensure the intended customer outcome is realized.\nThe ideal candidate combines strong CX expertise with curiosity, structured thinking, excellent facilitation and communication skills, and the ability to influence without formal authority. They can take a complex or ambiguous business problem, determine what needs to be learned, gather the right evidence, connect insights across multiple sources, and translate findings into practical, prioritized actions with measurable value.\nSome of the things you will be doing:\n1. Apply and Evolve the CX Practice\nApply CSC's established CX methodology, tools, templates and standards consistently across initiatives.\n\nUse the appropriate level of CX rigor based on the size, complexity, riskand customer impact of each initiative.\n\nHelp teams understand how and when to use the CX process and identify practical improvements to tools and methods based on what is learned through application.\n\nContribute to a sustainable customer-centered operating rhythm while working within enterprise CX strategy and governance established by CX leadership.\n\n2. Discover and Understand the Experience\nDefine research objectives and determine the right mix of qualitative, survey, operational and existing-datainputs needed to answer key business questions.\n\nDesign and conduct customer and employee interviews, stakeholder interviews, focus groups, observationsand other qualitative research as appropriate.\n\nDevelop clear, unbiased discussion guides and research materials; synthesize qualitative findings into themes, moments that matter, pain points, unmet needs and actionable insights.\n\nDesign or refine surveys and feedback approaches, including question development, response scales, journey-aligned measurement and closed-loop considerations.\n\nAnalyze and connect customer feedback, survey results, operational data, process information and business context to distinguish symptoms from root causes and identify what matters most.\n\n3. Design and Prioritize Improvements\nLead current-state and future-state customer journey mapping, service blueprinting and process mapping to make customer needs, backstage dependencies, handoffs and ownership visible.\n\nFacilitate design thinking, ideation and prioritization activities that translate customer insights into practical future-state experiences and requirements.\n\nIdentify how process, technology, policy, data, roles, governance and communication contribute to experience gaps and help cross-functional teams determine what must change.\n\nPrioritize opportunities based on customer impact, business value, risk, effort and feasibility; translate recommendations into clear roadmaps and next actions.\n\n4. Facilitate and Influence Cross-Functional Teams\nDesign and facilitate workshops and working sessions with senior leaders, product teams, operational teams, technical teamsand frontline employees.\n\nCreate structure in ambiguous situations, draw outdiverse perspectives, manage competing viewpointsand guide groups toward decisions and shared ownership.\n\nBuild credibility quickly and influence stakeholders across functions and levels without relying on formal authority.\n\nTranslate CX concepts into the language of the audience, including product, operations, technology and leadership, while balancing customer needs with business and operational realities.\n\nDevelop concise, executive-ready presentations, reports and recommendations that simplify complexity without losing the insight.\n\n5. Measure and Demonstrate Business Value\nDefine experience, operational and product/business outcome measures that show whether customer improvements are working.\n\nUse customer and operational evidence to establish baselines, identify improvement opportunitiesand monitor progress over time.\n\nQuantify the potential and realized value of CX improvements by connecting experience issues to productivity, rework, cost-to-serve, adoption, risk, retention, revenue, margin or other relevant business outcomes.\n\nHelp teams identify the inputs needed to build practical business cases and demonstrate the financial impact of prioritized experience improvements.\n\n6. Enable Implementation and Continuous Improvement\nRemain engaged through implementation to help ensure the intended customer outcome is preserved as solutions are designed and delivered, while implementationownership remains with the accountable business or product team.\n\nHelp establish practical listening and closed-loop mechanisms that turn recurring customer feedback, incidents and performance findings into prioritized improvement opportunities.\n\nWhat technical skills, experience, and qualifications do you need?\n5+ years of professional Customer Experience.\n\nBachelor's degree or equivalent combination of relevant professional experience, training and demonstrated capability.\n\nDemonstrated experience independently leading customer research, journey mapping, experience design and insight-driven improvement initiatives.\n\nQualitative research skills, including research design, interviewing, synthesis, theme development and translation of findings into actionable recommendations.\n\nWorking knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer, survey designand customer experience measurement.\n\nData fluency: ability to interpret survey results, operational metrics and dashboards; work comfortably in Excel; combine qualitative and quantitative evidence; and understand what the data does and does not prove.\n\nFacilitation skills, including the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritizationand decision-making.\n\nAbility to influence cross-functional stakeholders and drive alignment without direct authority.\n\nWritten, visual and verbal communication skills, including executive-level report writing and presentation development.\n\nAbility to connect customer experience issues to underlying process, technology, policy, data, role clarity, governance and ownership factors.\n\nAbility to connect experience improvements to meaningful operational and financial outcomes.\n\nComfort learning technical concepts and partnering with product, engineering, technology, security and operational teams. A technical background is not required.\n\nThis role offers flexibility in where work is performed, with the expectation that the individual will be available to work onsite in our Wilmington, Delaware office and other CSC offices periodically for key meetings, workshops, planning sessions, and other business needs.\n\nExperience managing multiple complex initiatives and stakeholders while maintaining strong attention to detail and follow-through.\n\nPreferred Qualifications:\nExperience using collaborative workshopand journey-mapping tools such as Miro, Muralor similar platforms.\n\nExperience with survey, feedback or research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTestingor similar tools.\n\nExperience with analytics or visualization tools such as Power BI, Tableauor comparable platforms.\n\nFamiliarity with enterprise/product workflow tools such as ServiceNow or SharePoint.\n\nComfort using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation and communication while applying strong human judgment and validation.\n\nFamiliarity with change management and adoption principles; formal certification is not required.\n\nCX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research or related methods.\n\nCritical Capabilities\nClient first. You keep the client's point of view in the room, even when it is inconvenient, and look for ways to stop clientsrepeating themselves.\n\nContinuous discovery. You go to clients and frontline teams to find the real problem before anyone agrees on a solution.\n\nOutcomes over outputs. You judge your work by whether the clientexperience and business results improved, not by how many maps or workshops you delivered.\n\nInfluence without authority. You align product, operations and technology teams around a shared client outcome without owning their roadmaps.\n\nClarity in ambiguity. You bring structure to unclear problems so that priorities, ownership and next decisions are visible to everyone.\n\nCourage and candor. You challenge assumptions with evidence and give and seek honest feedback, including with senior leaders.\n\nBusiness translation. You turn client insight into priorities and value that business leaders recognize and act on.\n\nAbove all, bring drive, energy and a willingness to learn: Grow · Learn · Laugh. We live the CSC Employee Promise: CSC Trusted · CSC United · CSC Growing · CSC Caring.\n\n*At CSC, compensation decisions are dependent on a number of factors including job location and the knowledge and experience of each individual. A reasonable estimate of the current range is $98,934.20 to $108,288.08.\n** This role is not eligible for employment visa sponsorship (e.g., H-1B, TN, E- 3) now or in the future.","description_format":"text","description_chars":9738,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Domain Registrars & Registries","Legal Services","Custody & Fund Administration","Brand Protection & Anti-Counterfeiting"],"lifecycle":[{"event":"open","at":"2026-10-20T17:37:45Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":8,"expected_fill_days":58,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/csc-customer-experience-manager","json_url":"https://alion.io/job/csc-customer-experience-manager.json","meta":{"generated_at":"2026-10-29T14:19:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21544,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20296},"rest":"https://alion.io/mcp/rest/get_company?id=20296"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcsc-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcsc-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcsc-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/csc-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcsc-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2942115}},{"tool":"search_jobs","arguments":{"company":"cscglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2942115},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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