Customer Experience Program Manager (R-19945)

The Customer Experience Program Manager is responsible for managing and scaling enterprise Voice of the Customer (VoC) programs and strategies that support customer experience transformation and business decision-making.

The role designs and optimizes customer feedback programs, applying best practices in survey methodology, governance, data quality, and reporting.

This role will work cross-functionally with Product, Sales, Operations, Technology, Go-to-Market, and other stakeholder groups, the role integrates customer insights into business processes and provides actionable information that supports performance improvement and customer-focused decisions.

Key Responsibilities:

• Support the execution and optimization of Voice of the Customer programs aligned with corporate priorities.
• Design and implement customer listening programs, including relational NPS, touchpoint, and journey surveys, applying best practices in methodology, survey design, and contact strategy.
• Partner with Go-to-Market, Product, Operations, Technology, and Sales teams to integrate customer experience into operating models, enable performance tracking and stakeholder visibility, and establish effective customer feedback loops.
• Maintain survey governance, metadata standards, taxonomy structures, and data quality across customer listening programs.
• Create and maintain dashboards and reports that support stakeholders, KPI tracking, and business priorities.
• Analyze customer feedback and operational data to identify trends, opportunities, and risks, and support the customer experience governance model through clear, actionable recommendations for partner teams.

Essential Skills Needed:

• Bachelor’s degree in Business Administration, Marketing, or related disciplines.
• 5 - 8 years of relevant experience in customer experience, Voice of the Customer, customer insights, survey program management, analytics, or a related field.
• Qualtrics administrator and power-user experience across Engage, Workflows, XM Directory, integrations, and automations.
• Preferred: Qualtrics Level 1 certifications in Platform Essentials and XM Fundamentals or Qualtrics Level 2 CX Expert certification is an advantage.
• Experience with Salesforce, Gainsight, or comparable customer relationship and customer success platforms.
• Experience working with customer, CRM, support, financial, or operational datasets.
• Experience with Google Cloud Platform, Power BI, or related data and reporting platforms.
• Familiarity with AI tools, text analytics, and natural language processing.
• Ability to troubleshoot workflow, automation, integration, and data-quality issues.
• 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.