CX Leader: AI-Driven Customer Experience

LexisNexis; Miamisburg (OH); On-site; USD 82,300 - 137,200; Full time

Job summary

LexisNexis Legal & Professional seeks a Customer Experience Manager to drive customer journeys, engagement, and measurable business outcomes using AI and data. You will lead a small CX team, own projects from scope to results, and partner with Product and Technology to inject AI capabilities into customer workflows.

The role emphasizes customer-first culture and data-driven decisions. Join a team that leverages AI solutions to improve experiences across digital and physical touchpoints,

Qualifications

• Experience in customer experience, customer success, or a related field.
• Experience with journey mapping, service design, or UX research.
• Familiarity with conversational AI or AI-powered CX platforms.
• Proven ability to execute CX projects from concept to completion.
• Strong analytics and proficiency with CX metrics and platforms.
• Excellent communication and stakeholder influence.
• Experience leading 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

CX strategy

AI in CX

Cross-functional teams

Data analysis

UX research

Tools

Qualtrics

Medallia

Salesforce

Zendesk

Job description

LexisNexis Legal & Professional seeks a Customer Experience Manager to drive customer journeys, engagement, and measurable business outcomes using AI and data. You will lead a small CX team, own projects from scope to results, and partner with Product and Technology to inject AI capabilities into customer workflows.

The role emphasizes customer-first culture and data-driven decisions. Join a team that leverages AI solutions to improve experiences across digital and physical touchpoints,