Remote Customer Experience Lead | CX Strategy & Insights

Jobgether; Ireland; A distancia; EUR 88.000 - 96.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work within US/EMEA

Cross-functional collaboration

Career growth opportunities

Descripción de la vacante

Jobgether is seeking a Customer Experience Manager to lead customer-centered research, analysis, and improvement initiatives. You will guide projects from discovery to implementation, collaborating with product, technology, operations, and frontline teams to identify gaps and develop prioritized solutions.

The role requires hands-on facilitation, the ability to influence stakeholders without formal authority, and a focus on measurable customer and business outcomes.

Formación

• Five+ years in Customer Experience or related field.
• Bachelor's degree or equivalent experience.
• Proven lead on customer research, journey mapping, and insight-driven improvement initiatives.
• Strong qualitative research skills and ability to translate findings into actionable recommendations.
• Experience with journey mapping, service blueprinting, process mapping, VoC, survey design, and CX measurement.
• Fluent in interpreting survey results and dashboards; proficient in Excel.

Responsabilidades

• Apply CX practices to complex business challenges and measure impact.
• Conduct customer and stakeholder research through interviews, surveys, and observations.
• Synthesize findings into meaningful themes and connect to operational data.
• Lead current-state and future-state journey mapping and service blueprinting.
• Facilitate design-thinking workshops and prioritization exercises.
• Build roadmaps translating findings into clear recommendations and next steps.
• Lead cross-functional workshops with senior leaders and product teams.
• Communicate CX concepts clearly to diverse audiences and balance customer with business needs.
• Define experience and business measures; establish baselines and track progress.
• Demonstrate financial value by linking improvements to outcomes like productivity and revenue.

Conocimientos

CX research

Stakeholder influence

Facilitation

Journey mapping

Data analysis

Communication

Project leadership

Educación

Bachelor's degree

Herramientas

Power BI

Qualtrics

Miro

Mural

Descripción del empleo

Jobgether is seeking a Customer Experience Manager to lead customer-centered research, analysis, and improvement initiatives. You will guide projects from discovery to implementation, collaborating with product, technology, operations, and frontline teams to identify gaps and develop prioritized solutions.

The role requires hands-on facilitation, the ability to influence stakeholders without formal authority, and a focus on measurable customer and business outcomes.