Customer Experience Manager

TEKsystems; United States; Remote; USD 69,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401(k)

Life Insurance

PTO/Vacation

Job summary

TEKsystems is seeking an MXI Capability Acceleration Lead to bridge member intelligence with operational action across channels, analytics, and governance. The role emphasizes collaboration, ambiguity navigation, and driving member-centric improvements on a contract basis.

The position is remote in the United States, with a pay range of $50–$65 per hour and responsibilities spanning strategy, execution, and program coordination to accelerate MXI maturity and impact.

Qualifications

• 7+ years leading MX or CX projects or initiatives.
• Experience with Qualtrics or similar platforms.
• Experience translating strategic initiatives into operational execution and sustainable practices.

Responsibilities

• Translate MXI strategies into executable operating models, workplans, processes, and sustainable practices.
• Advance the maturity of member listening and intelligence ecosystem in collaboration with leadership.
• Identify opportunities to improve MXI practices across the organization for consistency and scalability.
• Develop repeatable frameworks to support long-term capability growth and adoption.

Skills

MXI leadership

Qualtrics experience

Strategy to execution

Job description

The Member Experience Intelligence (MXI) Capability Acceleration Lead is a strategic and execution-focused leader responsible for accelerating the maturity, activation, and operational effectiveness of Member Experience Intelligence program. This temporary assignment serves as a critical bridge between member intelligence, operational execution, and organizational action, ensuring that insights generated through the MXI ecosystem are translated into meaningful improvements to the member experience.

Working across business channels, operations, digital, technology, analytics, marketing, and member-facing functions, the incumbent will help operationalize MXI strategy, strengthen governance and operating rhythms, expand listening capabilities, and establish scalable practices that support organizational growth and future integration initiatives. The role requires a highly collaborative professional who can navigate ambiguity, influence without authority, and drive outcomes through a strong member-centric lens.

Top Skills' Details

• 7+ years experience in leading/managing projects and initiatives specific to MX (member experience) or CX (customer experience)
• Qualtrics experience (or a comparable platform).
• Demonstrated experience translating strategic initiatives into operational execution and sustainable business practices.

Job Description

MXI Strategy Execution & Capability Development

• Translate Member Experience Intelligence strategies, priorities, and emerging capabilities into executable operating models, workplans, processes, and sustainable business practices.
• Partner with leadership to advance the maturity of member listening and intelligence ecosystem.
• Identify opportunities to improve the effectiveness, consistency, and scalability of MXI practices across the organization.
• Develop and implement repeatable frameworks that support long-term capability growth and organizational adoption.

Insight-to-Action Leadership

• Partner with MXI analysts and business leaders to transform member insights, feedback, operational data, and behavioral signals into actionable business opportunities.
• Facilitate the translation of intelligence into measurable initiatives, operational improvements, and member experience enhancements.
• Ensure recommendations are strategically aligned, operationally feasible, and focused on improving member outcomes.
• Drive accountability for action planning, ownership assignment, and execution follow-through resulting from MXI findings.

Channel Governance & Operating Rhythm

• Support and facilitate monthly channel intelligence reviews and operating forums.
• Ensure member experience insights are effectively communicated, prioritized, and assigned for action.
• Establish governance practices that promote transparency, collaboration, and consistent decision‑making.
• Monitor progress against identified actions and help remove barriers to successful implementation.

Member Experience Advocacy

• Serve as a champion for the member perspective across strategic and operational initiatives.
• Evaluate business processes, policy changes, organizational initiatives, and service delivery practices through the lens of member impact.
• Promote a culture that prioritizes member‑centric decision‑making and continuous experience improvement.
• Help business leaders understand and act upon the member implications of operational decisions.

Listening & Intelligence Expansion

• Support the continued evolution of MXI capabilities beyond traditional survey programs.
• Assist in the integration and utilization of digital experience data, contact center intelligence, passive feedback mechanisms, and behavioral signals.
• Identify opportunities to enhance the breadth, depth, and effectiveness of member listening strategies.
• Contribute to the development of holistic intelligence practices that connect multiple sources of member feedback and operational data.

Cross-Functional Collaboration & Program Coordination

• Coordinate initiatives involving business channels, operations, digital, technology, analytics, marketing, and other stakeholder groups.
• Build strong partnerships across organizational levels to drive alignment and momentum.
• Facilitate problem‑solving discussions and consensus‑building among diverse stakeholders.
• Influence outcomes through collaboration, credibility, and relationship management rather than direct authority.

Quality Assurance & Operational Excellence

• Review analyses, presentations, recommendations, project plans, and operating models for completeness, clarity, accuracy, and actionability.
• Challenge assumptions and identify gaps, risks, dependencies, and improvement opportunities.
• Ensure communications are executive‑ready and effectively convey insights and business implications.
• Promote disciplined execution and continuous improvement throughout MXI initiatives.

Capability Documentation & Knowledge Transfer

• Develop documentation, toolkits, governance materials, operating procedures, and best practices to ensure sustainability beyond the temporary assignment.
• Establish processes and resources that support long‑term organizational ownership of MXI capabilities.
• Facilitate knowledge transfer activities to internal stakeholders and leadership.
• Ensure key learnings and operational practices are embedded within the organization.

Job Type & Location

This is a Contract position based out of Bethpage, NY.

Pay and Benefits

The pay range for this position is $50.00 - $65.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Nov 10, 2026.

Workplace Type

This is a fully remote position.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.