Customer Experience Program Manager (R-19945)

Dnb; Florham Park (NJ); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Generous paid time off

Parental leave (up to 16 weeks)

Paid sick time

Education assistance

Volunteer days & donation matching

401k with company matching

Health & wellness benefits

Medical, dental & vision insurance

Job summary

Dun & Bradstreet in Florham Park, NJ seeks a Customer Experience Program Manager to lead and scale enterprise Voice of the Customer initiatives, shaping customer insights into business decisions. You will design surveys, govern data quality, build dashboards with Power BI, and partner with Product, Sales, Operations, Technology and Go-to-Market to embed customer feedback into operating models.

Qualified candidates have 5–8 years in CX, strong Qualtrics skills, and experience with Salesforce or

Qualifications

• Bachelor’s degree in Business Admin, Marketing, or related field.
• 5–8 years in customer experience, VoC, or analytics.
• Experience with Qualtrics Engage, Workflows, and XM Directory is a plus.

Responsibilities

• Lead and scale enterprise VoC programs aligned with priorities.
• Design relational NPS, journey, and touchpoint surveys with best practices.
• Partner with GTM, Product, Ops, Tech, and Sales to embed insights.
• Maintain governance, metadata, taxonomy, and data quality.
• Create dashboards and reports to support KPIs and priorities.
• Analyze feedback to identify trends and actionable recommendations.

Skills

Qualtrics administrator

Cross-functional collaboration

Survey design & analytics

Data storytelling

Microsoft Office proficiency

Education

Bachelor's degree in Business Administration, Marketing, or related

Tools

Qualtrics

Salesforce

Gainsight

Power BI

Google Cloud Platform

Job description

At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us!

The Customer Experience Program Manager is responsible for managing and scaling enterprise Voice of the Customer (VoC) programs and strategies that support customer experience transformation and business decision-making.

The role designs and optimizes customer feedback programs, applying best practices in survey methodology, governance, data quality, and reporting.

This role will work cross-functionally with Product, Sales, Operations, Technology, Go-to-Market, and other stakeholder groups, the role integrates customer insights into business processes and provides actionable information that supports performance improvement and customer-focused decisions.

• Support the execution and optimization of Voice of the Customer programs aligned with corporate priorities.
• Design and implement customer listening programs, including relational NPS, touchpoint, and journey surveys, applying best practices in methodology, survey design, and contact strategy.
• Partner with Go-to-Market, Product, Operations, Technology, and Sales teams to integrate customer experience into operating models, enable performance tracking and stakeholder visibility, and establish effective customer feedback loops.
• Maintain survey governance, metadata standards, taxonomy structures, and data quality across customer listening programs.
• Create and maintain dashboards and reports that support stakeholders, KPI tracking, and business priorities.
• Analyze customer feedback and operational data to identify trends, opportunities, and risks, and support the customer experience governance model through clear, actionable recommendations for partner teams.
• Bachelor’s degree in Business Administration, Marketing, or related disciplines.
• 5 – 8 years of relevant experience in customer experience, Voice of the Customer, customer insights, survey program management, analytics, or a related field.
• Qualtrics administrator and power-user experience across Engage, Workflows, XM Directory, integrations, and automations.
• Preferred: Qualtrics Level 1 certifications in Platform Essentials and XM Fundamentals or Qualtrics Level 2 CX Expert certification is an advantage.
• Experience with Salesforce, Gainsight, or comparable customer relationship and customer success platforms.
• Experience working with customer, CRM, support, financial, or operational datasets.
• Experience with Google Cloud Platform, Power BI, or related data and reporting platforms.
• Familiarity with AI tools, text analytics, and natural language processing.
• Ability to troubleshoot workflow, automation, integration, and data-quality issues.
• Proficiency in Microsoft Office Suite skills
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.
• Willingness to travel internationally as required.

Benefits We Offer

• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leaveafter one year of employment.
• Paid sick timeto care for yourselfor family members.
• Education assistanceand extensive training resources.
• Do GoodProgram: Paid volunteer days&donation matching.
• Competitive401k with company matching.
• Health & wellness benefits, including discounted Wellhubmembership rates.
• Medical, dental&vision insurancefor you,spouse/partner&dependents.

Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

Equal Employment Opportunity (EEO)

Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.

Accommodations information for applicants with disabilities

Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to [e-mail] to let us know the nature of your accommodation request and your contact information.