Senior Customer Experience Manager (CX)

TL;DR

Senior Customer Experience Manager (CX): Defining and executing the global customer experience strategy with an accent on enterprise-level CX transformation and Voice of Customer (VoC) maturity. Focus on driving measurable business impact through customer-centric initiatives, customer journey architecture, and embedding customer advocacy across products and operations.

Location: Hybrid in Florham Park, New Jersey, United States

Company

Global leader in business decisioning data and analytics helping companies worldwide grow, manage risk, and innovate.

What you will do

• Develop and execute global CX strategies aligned with corporate priorities.
• Lead enterprise-level CX transformation planning, including pilots, training, and governance reviews.
• Own the VoC strategy and analytics to influence executive decisions and product roadmap planning.
• Oversee customer journey architecture and drive continuous improvement across critical journeys.
• Partner with Product, Client Success, Marketing, and Operations leadership to integrate CX into operating models.
• Act as a strategic advisor and change leader to increase CX maturity across the organization.

Requirements

• Bachelor's degree in Business Administration, Marketing, or related disciplines.
• 8 to 12 years of experience in supporting customer experience strategy.
• Expertise in Customer Journey Mapping, Design Thinking, and Human-Centered Design.
• Strong stakeholder management and executive communication skills.
• Must be based in the United States to support the hybrid work model in New Jersey.
• Willingness to travel internationally as required.

Nice to have

• CCXP certification.

Culture & Benefits

• Competitive 401k with company matching.
• Comprehensive medical, dental, and vision insurance for employees and dependents.
• Generous paid time off and up to 16 weeks of 100% paid parental leave.
• Education assistance and extensive training resources.
• Paid volunteer days and donation matching through the Do Good Program.
• Paid sick time for self or family care.