Customer Experience Architect — Lifecycle & Growth

Global Data Systems, Inc.; Lafayette (LA); On-site; USD 90,000 - 120,000; Full time

Job summary

Global Data Systems, Inc. is seeking a Customer Experience Manager to build, lead, and continuously improve our CX program across the customer lifecycle in Lafayette, LA.

Initially hands-on, you will establish processes, reporting, engagement motions, and feedback programs to deliver consistently high-quality customer outcomes. As the program matures, you will shape the future CX organization, build and lead a team focused on customer success, retention, advocacy, and lifecycle management.

Qualifications

• 5+ years of experience in Customer Experience, Customer Success, Service Delivery, Account Management, Operations, or a related function.
• Proven ability to build and improve operational programs and processes.
• Strong project management, organizational, and problem-solving skills.
• Ability to influence initiatives across multiple departments and stakeholders.
• Excellent written, verbal, and interpersonal communication skills.
• Experience using data, metrics, and customer feedback to drive decisions.

Responsibilities

• Build, manage, and continuously improve the GDS Customer Experience program.
• Develop standards, processes, and operating procedures for the customer lifecycle.
• Establish consistent customer engagement motions across onboarding, adoption, support, escalations, reviews, and renewals.
• Create repeatable processes to improve satisfaction, retention, and overall experience.
• Partner with leadership to align CX initiatives with company objectives.
• Drive adoption and accountability across the organization.
• Develop customer health scoring and risk identification processes.
• Monitor sentiment, support trends, escalations, and engagement levels.
• Identify at-risk accounts and coordinate proactive engagement plans.
• Build and manage customer feedback programs and surveys.
• Provide dashboards, scorecards, and reporting for CX performance.

Skills

Project management

Cross-functional collaboration

Communication

Data-driven decisions

Leadership

Change management

Education

Bachelor's degree or equivalent

Job description

Global Data Systems, Inc. is seeking a Customer Experience Manager to build, lead, and continuously improve our CX program across the customer lifecycle in Lafayette, LA.

Initially hands-on, you will establish processes, reporting, engagement motions, and feedback programs to deliver consistently high-quality customer outcomes. As the program matures, you will shape the future CX organization, build and lead a team focused on customer success, retention, advocacy, and lifecycle management.