Manager, Customer Experience

Maximize the value of the SaaS platform across the organization. This role serves as the bridge between business stakeholders and technical teams, ensuring that SaaS solutions align with strategic goals and deliver measurable business outcomes. This is a people management role, responsible for leading and developing a team of Business Analysts. Define and communicate a clear product vision aligned with business objectives. Develop and maintain a product roadmap that reflects priorities and timelines for delivery. Serve as the voice of the customer and business stakeholders in all product decisions. Own and manage the product backlog, ensuring it is visible, transparent, and prioritized. Write and refine user stories with clear acceptance criteria. Collaborate with cross-functional teams to ensure stories are well understood and ready for development. Act as the primary liaison between business units, end users, and the development team. Facilitate discovery sessions and workshops to gather requirements and feedback. Align with Experience Designers, SMEs, and analytics teams to ensure cohesive delivery. Guide Agile feature teams (PODs) through sprint planning, reviews, and retrospectives. Conduct UAT and ensure successful handoff to support teams. Monitor progress and resolve issues that may impede delivery. Manage and mentor a team of Business Analysts, fostering growth and accountability. Conduct regular performance reviews and support career development. Promote collaboration, innovation, and ownership within the team. Analyze platform usage and performance to identify opportunities for enhancement. Lead initiatives to improve user experience, data quality, and process efficiency. Stay current with product releases and recommend relevant features for adoption.