CX Manager

Jobtailor; Maine; On-site; USD 95,000 - 125,000; Full time

Job summary

Jobtailor in Maine seeks an experienced CX Research Leader to design, manage and execute customer experience research initiatives that support strategic and marketing decisions.

You will conduct qualitative and quantitative studies, translate findings into actionable recommendations, and drive improvements across touchpoints with a customer-centric mindset. Strong analytical skills and ability to communicate to senior leadership are essential.

Qualifications

• Bachelor’s degree required, preferably in business, marketing, economics, statistics, or psychology.
• 5–6+ years delivering research value and analytics for CX or digital assets.
• Deep understanding of CX metrics (NPS, CES) and customer journey.
• Experience with data-driven CX solutions and advanced data analysis.
• Familiarity with SPSS, SAS, R, SQL, Qualtrics, Tableau.

Responsibilities

• Design, manage, and implement CX research initiatives to guide decisions.
• Analyze qualitative and quantitative data and provide actionable recommendations.
• Maintain expertise in marketing, UX research, and survey techniques.
• Lead tech/process assessments of key customer touchpoints.
• Collaborate with stakeholders to align CX strategy with digital goals.

Skills

CX research

qualitative research

quantitative research

CX analysis

statistical modeling

analytics

NPS

CES

SQL

Tableau

Education

Bachelor's degree

Masters preferred

Tools

SPSS

SAS

R

SQL

Teradata

Qualtrics

Tableau

Job description

Responsibilities

• Responsible for designing, managing, and implementing CX research initiatives in support of strategic and marketing decisions, with a focus on customer satisfaction/performance monitoring
• Conduct and analyze qualitative and quantitative research and turn the results into actionable recommendations
• Maintain technical expertise and knowledge of marketing and UX research, analysis, survey tools and strategic planning principles and techniques
• Complete advanced CX analysis with quantitative and qualitative data to understand trends, root causes and key drivers, illustrating opportunities to help the organization improve Customer Experience consistently and cohesively
• Play a leadership role in technology and process assessment of key customer touchpoints
• Constantly operate with a customer centric mindset and ability to analyze most important components of customer engagement that can help drive business solutions and improve customer experience
• Partner with business counterparts to understand and align CX strategy to operational and digital transformation goals
• Develop and maintain in-depth knowledge of the Company’s products and services, Enterprise-wide

Requirements

• Bachelor’s degree required (Masters a plus), preferably in Business, Marketing, Market Research, Economics, Statistics, or Psychology/Sociology
• 5-6+ years of experience delivering value to customers through research, problem solving, analytics, and/or digital assets, or equivalent relevant experience
• Deep understanding of common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology
• Experience delivering data and/or digital based solutions that have a direct impact on customer experience
• Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, Tableau etc.) a plus
• Strong business, financial and digital acumen
• Results oriented with strong people, leadership and change management skills
• Strong problem solving and critical thinking ability
• Excellent time management and organizational skills to be able to balance multiple competing priorities
• Experience executing on technical process oriented projects
• Demonstrates strong focus on quality delivery and delighting customers; holds self to high standards of delivery
• Demonstrates strong oral and written communication skills with ability to effectively present to varying levels of leadership including senior leaders.

ATS Optimization Keywords

Hard Skills

• CX research
• qualitative research
• quantitative research
• CX analysis
• statistical modeling
• analytics
• NPS
• CES
• SQL
• Tableau

Soft Skills

• leadership
• customer centric mindset
• problem solving
• critical thinking
• time management
• organizational skills
• change management
• communication skills
• results oriented
• focus on quality delivery