Sr Manager, Customer Experience (CX) Strategy (Remote Eligible)

Lensa; Seattle (WA); Remote; USD 144,000 - 245,000; Full time

Job summary

Lensa is seeking a Senior Manager for Customer Experience Strategy to lead the vision and execution of omni-channel CX at REI. This role involves strategic oversight, cross-functional team leadership, and a commitment to enhancing customer engagement through data-driven insights and innovative practices.

Benefits

Employee discounts

Health benefits

Retirement plans

Paid time off

Qualifications

• 10+ years in CX strategy, product management, design, or consulting.
• Deep understanding of membership and customer insights.
• Proven success in building high-performing cross-functional teams.

Responsibilities

• Lead the vision, strategy, and prioritization of omni-channel customer experience.
• Develop and lead a cross-functional team collaborating with various divisions.
• Identify and prioritize opportunities for journey improvements based on data.

Skills

CX strategy

Product management

Experience design

Data analysis

Leadership

Job description

Sr Manager, Customer Experience (CX) Strategy (Remote Eligible)

Lensa, the leading career site for job seekers at every stage of their career, is partnering with REI to seek a Senior Manager, CX Strategy. Apply via Lensa today!

Overview

The Senior Manager, CX Strategy, will lead the vision, strategy, and prioritization of REI’s omni-channel customer experience (CX). Responsibilities include journey and service design, product management, innovation, execution orchestration, and measurement across channels. The role involves identifying opportunities to enhance customer engagement and loyalty, leveraging insights, data, and market understanding to inform decisions and shape the customer journey within the REI ecosystem.

This individual will develop and lead a cross-functional team collaborating with divisions such as Retail, Digital, Marketing, Customer Service, and IT. They should possess expertise in experience design, digital products, personalization, martech, retail, customer data, and related fields. The role requires close partnership with the Member and Customer Planning team and senior leadership, aligning strategies with REI’s values and mission.

Responsibilities and Qualifications

• Develop and lead the approach to CX strategy, ensuring an integrated end-to-end member and customer experience.
• Establish CX design processes, journey management, and product management practices.
• Identify and prioritize opportunities for journey improvements based on data and insights.
• Lead omni-channel product management, including roadmaps and measurement.
• Drive continuous innovation through research and analytics partnerships.
• Implement journey mapping, service design, and measurement tools.
• Define and track OKRs and KPIs aligned with customer and business outcomes.
• Partner with analytics teams to design testing strategies.
• Promote omni-channel CX practices across the enterprise, fostering collaboration and process improvements.
• Stay updated on customer-centric practices and incorporate them into strategies.
• Manage prioritization among CX initiatives and support experience launch strategies.
• Identify and resolve strategic issues impacting team goals.

Qualifications

• 10+ years in CX strategy, product management, design, or consulting, with leadership experience.
• Deep understanding of membership and customer insights, behavioral economics, and CX design principles.
• Balanced analytical and creative skills, with ability to synthesize complex data into actionable insights.
• Experience in human-centered design, UX research, and strategy.
• Proven success in building high-performing cross-functional teams.
• Strong leadership in navigating complex, ambiguous situations.
• Excellent interpersonal, communication, and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.

Closing

At REI, we believe the outdoors is for all. We are committed to inclusion, anti-racism, and diversity, fostering a culture where all employees feel valued and empowered. Join us to help inspire and enable a life outside for everyone.

Pay Transparency

REI is dedicated to pay equity and transparency. Compensation varies based on skills, experience, location, and other factors. We offer comprehensive benefits, including employee discounts, health benefits, retirement plans, and paid time off. For details, visit here.

Salary Range

$144,000.00 - $244,800.00 annually