Customer Experience Manager

Caylent; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

Caylent is seeking a detail-oriented Customer Experience (CX) Manager to drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences.

The position involves coordinating Customer Review meetings, managing multi-channel survey collection, and turning data into clear recommendations for

Qualifications

• Must analyze customer feedback to drive improvements.
• Coordinate and run Customer Review meetings with leadership.
• Identify trends and gaps in CSAT and NPS from collected data.
• Translate insights into actionable recommendations for leadership.

Responsibilities

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings.
• Create comprehensive reports and dashboards communicating customer sentiment to leadership.
• Present findings and recommendations to executives and cross-functional teams.

Skills

Data analysis

Survey coordination

Stakeholder engagement

CX metrics

Dashboard reporting

Job description

We are seeking a detail-oriented Customer Experience (CX) Manager to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting.

This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences.

This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty.

• Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders.
• Manage survey collection through various channels including live meetings, email and project team collected responses.
• Ensure consistent data collection processes and maintain high response rates.
• Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern.
• Review and categorize qualitative customer feedback to identify recurring themes and pain points.
• Synthesize complex customer data into clear, actionable recommendations.
• Track metrics against customer experience benchmarks and goals.
• Create comprehensive reports and dashboards that communicate customer sentiment to leadership.
• Present findings and recommendations to executives, department heads, and cross-functional teams.
• Develop compelling narratives that connect customer feedback to business impact.
• Facilitate customer experience review meetings with organizational leaders.