AI-Powered CX Manager: Lead Experience Innovation

RELX; Miamisburg (OH); On-site; USD 82,300 - 137,200; Full time

Benefits offered by this job

Wellbeing initiatives

Parental leave

Study assistance

Sabbaticals

Job summary

LexisNexis Legal & Professional is seeking a Customer Experience Manager to lead CX initiatives across digital and physical touchpoints, driving measurable business outcomes through data, AI, and cross-functional collaboration. You will shape journeys, coach a small CX team, and partner with Product and Tech to embed AI capabilities while optimizing customer journeys and key CX metrics.

This role offers flexible working patterns and country-specific benefits; base pay in Ohio ranges from $82,300

Qualifications

• Experience in customer experience, customer success, or related field.
• Experience with journey mapping, service design, or UX research methodologies.
• Demonstrated ability to execute CX projects end-to-end.
• Proven AI fluency with practical AI tools in customer workflows.

Responsibilities

• Lead and coach a small CX team (when applicable).
• Own full lifecycle of CX initiatives—from scoping to iteration.
• Design and optimize customer journeys across digital and physical touchpoints.
• Manage multiple CX projects balancing execution and strategy.
• Create and maintain CX program playbooks and SOPs.
• Evaluate and deploy AI tools to enhance CX across channels.
• Collaborate with Product and Technology to integrate AI capabilities.
• Analyze feedback, NPS/CSAT/CES data to identify gaps and opportunities.

Skills

CX strategy

Project leadership

Stakeholder influence

Data-driven

AI literacy

Tools

Qualtrics

Medallia

Salesforce

Zendesk

Job description

LexisNexis Legal & Professional is seeking a Customer Experience Manager to lead CX initiatives across digital and physical touchpoints, driving measurable business outcomes through data, AI, and cross-functional collaboration. You will shape journeys, coach a small CX team, and partner with Product and Tech to embed AI capabilities while optimizing customer journeys and key CX metrics.

This role offers flexible working patterns and country-specific benefits; base pay in Ohio ranges from $82,300