Customer Experience Insights Manager

Role:   The Customer Experience (CX) Insights Manager is responsible for transforming customer data and feedback into actionable insights that drive strategic decisions and improve the end-to-end customer journey. This role leads Voice of Customer (VoC) initiatives, analyzes experience data, and partners cross-functionally to enhance customer satisfaction, loyalty, and retention.    Impact:   Voice of Customer (VoC) Program Management 

• Design, implement, and manage VoC programs (e.g., NPS, CSAT, CES) 
• Ensure consistent and high-quality customer feedback collection across touchpoints 
• Optimize survey strategy, timing, and response rates  Data Analysis & Insight Generation 
• Analyze quantitative and qualitative customer data to identify trends and root causes 
• Segment feedback by customer type, journey stage, or product/service line 
• Translate data into clear, actionable insights and recommendations  Customer Journey Analysis 
• Map and analyze end-to-end customer journeys 
• Identify friction points, pain areas, and opportunities for improvement 
• Prioritize initiatives based on impact and feasibility  Reporting & Performance Management 
• Build dashboards, reports, and executive summaries 
• Present findings to senior leadership in a compelling, data-driven narrative 
• Track and communicate performance against CX KPIs  Cross-Functional Collaboration 
• Partner with Product, Marketing, Operations, and Customer Support teams 
• Influence roadmap decisions using customer insights 
• Ensure alignment on customer-centric initiatives  Driving Action & Continuous Improvement 
• Establish processes to “close the loop” on customer feedback 
• Monitor the impact of CX improvements over time 
• Foster a customer-first culture across the organization    “The above statements are intended to describe the general nature and level of work being performed and are not…