Customer Experience Management

NLB Services; Minneapolis (MN); On-site; USD 150,000 - 210,000; Full time

Job summary

NLB Services is seeking a senior Customer Experience Management (CEM) professional with 18+ years of experience to lead enterprise-wide CX strategies and initiatives across global channels. You will drive CX programs, align with Marketing, Sales, Product and Customer Service, define CX KPIs, and coach cross-functional teams to embed a customer-centric culture.

This role will require influencing senior leadership and delivering data-driven improvements that enhance satisfaction, retention, and

Qualifications

• 18+ years of experience in customer experience management.
• Experience leading enterprise CX strategies and technology environments.
• Strong in data analysis, customer insights, and stakeholder management.

Responsibilities

• Develop and implement customer experience strategies across touchpoints and channels.
• Analyze customer feedback, surveys, complaints, and data to identify pain points and improve the customer journey.
• Collaborate with Marketing, Sales, Product, and Customer Service to align CX initiatives with business objectives.
• Establish customer service standards, processes, and guidelines for consistent service delivery.
• Drive a customer-centric culture through training, coaching, and best practices.
• Define and monitor CX KPIs including satisfaction, retention, and loyalty.
• Present insights, trends, and performance metrics to senior leadership and stakeholders.
• Lead teams and influence cross-functional stakeholders to implement customer-focused improvements.

Skills

Customer Experience Management

CX KPIs

Customer Journey Management

Customer Feedback Analysis

Customer Service Strategy

Cross-functional Leadership

Stakeholder Management

Data-driven Decision Making

Leadership

Communication

Problem Solving

Customer Retention & Loyalty

Global Distribution Systems

Customer Analytics

Education

Bachelor's degree in Computer Science, Engineering, Information Systems

Job description

Seeking a senior Customer Experience Management (CEM) professional with 18+ years of experience who can lead enterprise-wide customer experience strategies and initiatives.

Key Responsibilities

• Develop and implement customer experience strategies across multiple touchpoints and channels.
• Analyze customer feedback, surveys, complaints, and data to identify pain points and improve the customer journey.
• Collaborate with Marketing, Sales, Product, and Customer Service teams to align CX initiatives with business objectives.
• Establish customer service standards, processes, and guidelines to ensure consistent service delivery.
• Drive a customer-centric culture through training, coaching, and best practices.
• Define and monitor CX KPIs, including customer satisfaction, retention, and loyalty.
• Present customer insights, trends, and performance metrics to senior leadership and stakeholders.
• Lead teams and influence cross-functional stakeholders to implement customer-focused improvements.

Must-Have Skills

18+ years experience, Customer Experience Management, Global Distribution Systems (GDS), Customer Journey Management, Customer Service Strategy, Customer Analytics, Customer Feedback Analysis, CX KPIs, Customer Retention & Loyalty, Cross-functional Leadership, Stakeholder Management, Problem Solving, Data-driven Decision Making, Leadership, Communication, Customer-centric mindset.

Qualification

• Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent combination of education and experience.
• Strong experience in customer experience management and technology environments preferred.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.