Customer Experience Manager

LexisNexis Legal; United States; On-site; USD 87,000 - 144,000; 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 that improve journeys, engagement, and measurable business outcomes. You will drive data-driven decisions, apply AI innovation, and collaborate with Product and Technology teams to embed AI in customer workflows.

You will oversee a small CX team, manage multiple initiatives, and champion a customer-first culture across digital and physical touchpoints.

Qualifications

• Experience in customer experience, customer success, or a closely related field.
• Experience with journey mapping, service design, or UX research methodologies.
• Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms.
• Demonstrated experience executing CX projects from concept to completion.
• Proven AI fluency with practical experience using AI tools to improve customer-facing processes or experiences.
• Strong analytical skills and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.
• Excellent communication skills with the ability to influence stakeholders at all levels of the organization.
• Experience leading or coordinating cross-functional teams or projects.

Responsibilities

• Lead, coach, and develop a small team of CX specialists or coordinators (where applicable).
• Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.
• Design and implement customer journey improvements across digital and physical touchpoints.
• Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities.
• Build and maintain CX program documentation, playbooks, and standard operating procedures.
• Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience.
• Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows.
• Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.

Skills

Customer experience

Customer success

Journey mapping

Service design

UX research

Conversational AI

LLMs

AI platforms

Cross-functional collaboration

Analytical skills

Tools

Qualtrics

Medallia

Salesforce

Zendesk

Job description

Are you passionate about transforming customer experiences through data, innovation, and AI?

Do you enjoy leading cross-functional initiatives that drive measurable impact for customers and the business?

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles.

About the Role

As a Customer Experience Manager, you will lead customer experience initiatives that improve customer journeys, strengthen engagement, and deliver measurable business outcomes. This role combines strategic thinking, project leadership, data-driven decision making, and AI innovation to enhance experiences across digital and customer-facing touchpoints. You will work closely with cross-functional teams to identify opportunities, implement improvements, and champion a customer-first culture throughout the organization.

Responsibilities

• Lead, coach, and develop a small team of CX specialists or coordinators (where applicable).

• Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.

• Design and implement customer journey improvements across digital and physical touchpoints.

• Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities.

• Build and maintain CX program documentation, playbooks, and standard operating procedures.

• Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience.

• Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows.

• Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.

Requirements

• Experience in customer experience, customer success, or a closely related field.

• Experience with journey mapping, service design, or UX research methodologies.

• Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms.

• Demonstrated experience executing CX projects from concept to completion.

• Proven AI fluency with practical experience using AI tools to improve customer-facing processes or experiences.

• Strong analytical skills and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.

• Excellent communication skills with the ability to influence stakeholders at all levels of the organization.

• Experience leading or coordinating cross-functional teams or projects.

Work in a Way That Works for You

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

U.S. National Base Pay Range: $86,600 - $144,400. Geographic differentials may apply in some locations to better reflect local market rates.If performed in Illinois, the base pay range is $90,900 - $151,700.If performed in Chicago, IL, the base pay range is $95,300 - $158,900.If performed in Ohio, the base pay range is $82,300 - $137,200.This job is eligible for an annual incentive bonus.Base Pay Range in Ontario: $86,400 - $144,000 (CAD).This posting is for an existing vacancy.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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