CX Manager

DXC Technology; United States; Hybrid; USD 130,000 - 150,000; Full time

Job summary

A leading technology services provider is seeking a Customer Experience Manager to enhance customer interactions and ensure service excellence. This role will involve designing feedback initiatives, analyzing customer data, and collaborating with cross-functional teams to improve customer satisfaction. Candidates should possess a Bachelor’s degree, relevant certifications, and experience leading teams. The position offers a full-time role with opportunities for occasional remote work, based in Charleston, South Carolina.

Qualifications

• 3–5 years of experience in customer experience or a related field.
• 1–2 years of experience leading or supervising teams in a customer-facing environment.
• Proven success in designing, managing, and improving customer feedback programs.

Responsibilities

• Design, manage, and track customer feedback initiatives including CSAT surveys.
• Analyze customer data to identify trends and opportunities.
• Develop initiatives that enhance the customer journey.

Skills

Strong leadership, communication, and interpersonal skills

Excellent analytical and problem-solving abilities

Customer-centric mindset

Ability to manage multiple initiatives and priorities

Adaptable and collaborative

Education

Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline

Customer experience or leadership certifications (e.g., CCXP, Six Sigma)

Tools

CRM systems

Customer feedback management platforms

Job description

This range is provided by DXC Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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Base pay range

$130,000.00/yr - $150,000.00/yr

The CX Manager is a key driver in defining, improving, and sustaining exceptional customer interactions across the organization. This role is responsible for leading the design, execution, and ongoing optimization of customer experience strategies that strengthen engagement, build trust, and promote long‑term loyalty. The Lead serves as a strong advocate for the customer, ensuring their voice is consistently captured, analyzed, and represented throughout the business.

Balancing operational execution with strategic insight, the Customer Experience Lead designs, manages, and tracks customer feedback programs—including CSAT, NPS, and live customer interviews—while combining these insights with internal performance data to identify opportunities for improvement and innovation. The role partners closely with cross‑functional stakeholders, including regional leaders, management, product, marketing, sales, and support teams, to simplify processes, address customer challenges, implement impactful solutions, and deliver seamless, consistent experiences across all customer touchpoints.

As a people leader, the Customer Experience Lead actively identifies opportunities to enhance service delivery through process improvements, technology adoption, and alignment with industry best practices. They coach, develop, and motivate their team, fostering a culture centered on empathy, accountability, and continuous improvement.

This position requires regular communication with senior leadership, translating customer insights and survey results into actionable recommendations, measurable initiatives, and strategic plans. Acting as both a hands‑on practitioner and forward-thinking strategist, the Customer Experience Lead plays a critical role in strengthening the organization’s reputation for exceptional customer care.

Key Responsibilities

• Design, manage, and track customer feedback initiatives, including CSAT surveys, NPS programs, and live customer interviews.
• Analyze qualitative and quantitative customer data to identify trends, root causes, and opportunities for improvement.
• Develop and implement initiatives that enhance the end-to-end customer journey across all touchpoints.
• Collaborate with cross-functional teams to ensure a consistent and unified customer experience.
• Monitor, report, and present customer satisfaction metrics and KPIs to senior leadership.
• Stay current with industry trends, tools, and best practices in customer experience.

Education Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline.
• Customer experience or leadership certifications are an advantage (e.g., CCXP, Six Sigma, or equivalent).

Experience Requirements

• 3–5 years of experience in customer experience or a closely related field.
• 1–2 years of experience leading or supervising teams in a customer-facing environment.
• Proven success in designing, managing, and improving customer feedback and experience programs.
• Experience working cross-functionally and influencing stakeholders at various organizational levels.
• Hands‑on experience with CRM systems and customer feedback management platforms.

Skills and Competencies

• Strong leadership, communication, and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Customer-centric mindset with a passion for service excellence.
• Ability to manage multiple initiatives and priorities simultaneously.
• Adaptable, collaborative, and effective in fast-paced environments.

Work Environment and Schedule

This role is primarily based in a professional office environment, with flexibility for occasional remote work. Some evening or weekend availability may be required to support escalated customer matters or special initiatives.

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Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales, Consulting, and Project Management

Industries

Insurance and IT Services and IT Consulting