Senior Customer Experience Strategy Leader

NLB Services; Minneapolis (MN); On-site; USD 150,000 - 210,000; Full time

Job summary

NLB Services is seeking a senior Customer Experience Management (CEM) professional with 18+ years of experience to lead enterprise-wide CX strategies and initiatives across global channels. You will drive CX programs, align with Marketing, Sales, Product and Customer Service, define CX KPIs, and coach cross-functional teams to embed a customer-centric culture.

This role will require influencing senior leadership and delivering data-driven improvements that enhance satisfaction, retention, and

Qualifications

• 18+ years of experience in customer experience management.
• Experience leading enterprise CX strategies and technology environments.
• Strong in data analysis, customer insights, and stakeholder management.

Responsibilities

• Develop and implement customer experience strategies across touchpoints and channels.
• Analyze customer feedback, surveys, complaints, and data to identify pain points and improve the customer journey.
• Collaborate with Marketing, Sales, Product, and Customer Service to align CX initiatives with business objectives.
• Establish customer service standards, processes, and guidelines for consistent service delivery.
• Drive a customer-centric culture through training, coaching, and best practices.
• Define and monitor CX KPIs including satisfaction, retention, and loyalty.
• Present insights, trends, and performance metrics to senior leadership and stakeholders.
• Lead teams and influence cross-functional stakeholders to implement customer-focused improvements.

Skills

Customer Experience Management

CX KPIs

Customer Journey Management

Customer Feedback Analysis

Customer Service Strategy

Cross-functional Leadership

Stakeholder Management

Data-driven Decision Making

Leadership

Communication

Problem Solving

Customer Retention & Loyalty

Global Distribution Systems

Customer Analytics

Education

Bachelor's degree in Computer Science, Engineering, Information Systems

Job description

NLB Services is seeking a senior Customer Experience Management (CEM) professional with 18+ years of experience to lead enterprise-wide CX strategies and initiatives across global channels. You will drive CX programs, align with Marketing, Sales, Product and Customer Service, define CX KPIs, and coach cross-functional teams to embed a customer-centric culture.

This role will require influencing senior leadership and delivering data-driven improvements that enhance satisfaction, retention, and