Senior Customer Experience Manager (Customer Experience)

Location: Portland, Maine, USA

Salary: $75,500–$142,700 per year

Company

hirify.global is a Fortune 500 provider of employee benefits and service solutions, supporting more than 39 million people through a workforce of approximately 10,000 employees.

What you will do

• Translate customer insights, experience data, and Voice of the Customer feedback into actionable improvement opportunities.
• Aggregate and analyze CX portfolio data focused on growth, persistency, and operational efficiency.
• Develop business cases, metrics-driven assessments, leadership presentations, and Board-level communications.
• Partner with business and IT leaders on strategic planning, prioritization, agile frameworks, and complex experience backlogs.
• Evaluate project return on investment and support accountability for expected business benefits.
• Facilitate cross-functional planning, transformation initiatives, mentoring, and change adoption.

Requirements

• Bachelor’s or Master’s degree in Business, Marketing, Communications, or a related field.
• 7+ years of experience in customer experience, customer success, or related roles.
• Experience with CX platforms such as Salesforce, Zendesk, Qualtrics, or Medallia.
• Experience improving customer satisfaction and loyalty metrics, leading CX initiatives, and coordinating large-scale business and IT efforts.
• Knowledge of UX/UI principles, customer journey mapping, product development lifecycles, data visualization, and portfolio reporting.
• Strong communication, presentation, negotiation, analytical thinking, problem-solving, stakeholder management, and collaboration skills.

Nice to have

• Customer Experience certification such as CCXP.
• Experience with Tableau, Power BI, Miro, or Visio.
• Knowledge of hirify.global’s sales, marketing, analytics, products, services, systems, or infrastructure.

Culture & Benefits

• Award-winning culture with inclusion and diversity as priorities.
• Health, vision, dental, short- and long-term disability, and mental health support.
• Generous paid time off, including paid volunteer time.
• Performance-based incentive plans and flexible work environments.
• 401(k) contributions of up to 9.5%, tuition reimbursement, student loan repayment options, and career advancement opportunities.