Customer Experience Program Manager - job 1 of 2

Job Summary

A company is looking for a Customer Experience Program Manager to enhance customer insights and drive improvements across the customer lifecycle.

Key Responsibilities

• Own and evolve the NPS program, including delivery, measurement, analysis, and response strategy
• Analyze customer sentiment trends and deliver insights to business leaders for actionable improvements
• Partner with cross-functional teams to embed customer feedback into strategic and operational decision-making

Required Qualifications

• 4+ years of experience in Customer Experience, Customer Success, or Service Operations within a SaaS or technology-driven organization
• Proven success in building and owning NPS, CSAT, or VoC programs at scale
• Strong analytical skills with the ability to connect insights to measurable business outcomes
• Cross-functional leadership and stakeholder management experience
• Hands-on experience with customer feedback or business intelligence platforms