Senior CX Transformation Lead

Dnb; Florham Park (NJ); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Volunteer days

401k with company matching

Health insurance

Job summary

Dun & Bradstreet is seeking a Senior Customer Experience Manager to partner with the Head of Client Experience and define the global CX strategy. You will drive enterprise‑level CX transformation, Own VoC maturity, and act as a strategic advisor to embed customer advocacy across products, operations, and client success.

You will coach senior leaders, lead governance reviews, and collaborate with Product, Marketing, and Operations to integrate CX into operating models worldwide.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or related disciplines.
• 8+ years of experience in supporting customer experience strategy.
• Strategic agility aligning CX with enterprise priorities.
• Strong group facilitation and stakeholder alignment skills.
• Advanced data interpretation translating insights into CX actions.
• Design Thinking / Human-Centered Design experience.
• Ability to create visual models translating concepts into actionable designs.
• Customer Journey Mapping using data to identify gaps and opportunities.
• Strong strategic thinking and executive communication skills.
• Experience leading transformation in global organizations.

Responsibilities

• Define and execute global CX strategy in collaboration with leadership.
• Lead enterprise CX transformation initiatives and governance reviews.
• Develop and advance Voice of Customer strategies and analytics.
• Coach senior stakeholders to raise CX maturity across products and operations.
• Oversee customer journey architecture and continuous improvement of key journeys.
• Partner with Product, Client Success, Marketing, and Operations to embed CX in operating models.

Skills

CX strategy

VoC analytics

Stakeholder mgmt

Design Thinking

Executive communication

Project leadership

Education

Bachelor’s degree

Tools

MS Office

Job description

Dun & Bradstreet is seeking a Senior Customer Experience Manager to partner with the Head of Client Experience and define the global CX strategy. You will drive enterprise‑level CX transformation, Own VoC maturity, and act as a strategic advisor to embed customer advocacy across products, operations, and client success.

You will coach senior leaders, lead governance reviews, and collaborate with Product, Marketing, and Operations to integrate CX into operating models worldwide.