New Customer Experience Senior Manager

Define and lead the enterprise-wide CX vision, strategy, and roadmap aligned with business objectives. Establish and monitor KPIs to measure customer satisfaction, loyalty, and lifetime value. Serve as advocate for the customer, ensuring CX principles are embedded in all business decisions. Own the end-to-end customer lifecycle, from onboarding to renewal and advocacy. Develop and implement retention, loyalty, and advocacy programs that maximize customer lifetime value. Identify friction points and design proactive interventions to reduce churn and improve engagement. Map, analyze, and continuously optimize customer journeys across all channels and touchpoints. Apply design thinking methodologies to co-create innovative solutions with customers and internal teams. Drive service design initiatives that deliver seamless, personalized, and scalable experiences. Lead the design, testing, and refinement of customer surveys, feedback loops, and VoC programs. Translate customer insights into actionable strategies for product, service, and process improvements. Benchmark customer satisfaction and loyalty metrics against industry standards to assess performance. Partner with Marketing, Sales, Product, and Operations to align customer insights with business priorities. Influence product roadmaps and service delivery models based on customer journey analytics. Build and mentor a high-performing CX team with expertise in research, analytics, and experience design. Design and facilitate training programs to instill customer-centric practices across the organization. Provide tools, resources, and communication strategies to empower employees to deliver exceptional experiences. Foster a culture of continuous improvement, experimentation, and customer-centric innovation.