Customer Experience Manager

Jobtailor; Massachusetts; On-site; USD 52,000 - 72,000; Full time

Job summary

Jobtailor in Massachusetts is seeking a motivated professional to support customer experience programs within education initiatives, helping improve engagement and satisfaction across Institutes.

You will map customer journeys, work with cross-functional teams, monitor basic KPIs, and assist with data analysis to identify trends and increase retention. This entry-level role is ideal for candidates with a business/marketing/education background and strong communication skills.

Qualifications

• Bachelor’s degree in Business, Marketing, Education, Healthcare Administration, or related field.

Responsibilities

• Support the design and execution of customer experience strategies across Institutes education programs to improve engagement and satisfaction
• Apply customer journey mapping to identify opportunities to enhance the end-to-end Institutes experience
• Maintain strong communication channels with customers to understand needs, gather feedback, and align programs to business objectives
• Collaborate with cross-functional teams (e.g., commercial, marketing, training) to translate customer needs into effective educational solutions
• Monitor customer experience metrics and develop basic KPIs and benchmarks to measure program effectiveness and success
• Conduct data analysis, including forecasting and risk assessments, to identify trends and improve customer retention and loyalty
• Support continuous improvement initiatives by identifying gaps in current processes and recommending enhancements
• Ensure timely escalation and resolution of customer feedback, issues, or concerns
• Contribute to the delivery of consistent, high-quality educational experiences aligned with DePuy Synthes standards

Skills

Customer experience

Customer success

Communication

Data analysis

Project management

Education

Bachelor’s degree in Business, Marketing, Education, Healthcare Administration, or related field

Tools

Microsoft Office

Job description

Responsibilities

• Support the design and execution of customer experience strategies across Institutes education programs to improve engagement and satisfaction
• Apply customer journey mapping to identify opportunities to enhance the end-to-end Institutes experience
• Maintain strong communication channels with customers to understand needs, gather feedback, and align programs to business objectives
• Collaborate with cross-functional teams (e.g., commercial, marketing, training) to translate customer needs into effective educational solutions
• Monitor customer experience metrics and develop basic KPIs and benchmarks to measure program effectiveness and success
• Conduct data analysis, including forecasting and risk assessments, to identify trends and improve customer retention and loyalty
• Support continuous improvement initiatives by identifying gaps in current processes and recommending enhancements
• Ensure timely escalation and resolution of customer feedback, issues, or concerns
• Contribute to the delivery of consistent, high-quality educational experiences aligned with DePuy Synthes standards

Requirements

• Bachelor’s degree required (Business, Marketing, Education, Healthcare Administration, or related field)
• Generally requires 0–2 years of relevant work experience
• Foundational understanding of customer experience, customer success, or commercial operations
• Strong communication and interpersonal skills with ability to interact across teams
• Basic analytical skills with ability to interpret data and identify trends
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)