Senior Voice of the Customer (VoC) Manager

OGC Global; New York (NY); On-site; USD 100,000 - 130,000; Full time

Job summary

OGC Global is seeking a seasoned CX Program Manager in New York to lead an embedded customer experience program for a Fortune 500 company. This role requires strategic leadership in CX program execution, managing a multidisciplinary team, and consulting with senior stakeholders.

Key responsibilities include designing CX frameworks, driving improvement of CX metrics, and serving as a trusted advisor to executives. Candidates should have 6-10 years of relevant experience and strong analytical skills.

Qualifications

• 6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights.
• Proven experience leading CX programs for large organizations.
• Strong background in consulting or embedded client-facing roles.
• Deep understanding of CX methodologies and journey mapping.

Responsibilities

• Own and lead the end-to-end CX program for a major client.
• Design CX frameworks and measurement systems.
• Serve as the senior embedded CX advisor to client leadership.
• Oversee customer research, survey programs, and journey analytics.
• Manage multiple CX work streams and ensure timely delivery.

Skills

Customer Experience Management

Consulting Leadership

Quantitative and Analytical Skills

Executive Communication

Team Leadership

Tools

Excel

BI tools

Survey platforms

SQL

Python

Job description

We are seeking a seasoned CX Program Manager to lead a high-impact, embedded customer experience (CX) program within a Fortune 500 company. In this role, you will act as a strategic advisor and hands-on program leader, responsible for shaping, executing, and scaling the client’s CX strategy while managing a multidisciplinary team and serving as the primary consulting partner to senior stakeholders. This role blends consulting leadership, program management, team leadership, and client relationship ownership, with a strong focus on turning customer insights into measurable business impact.

Key Responsibilities:

• Own and lead the end-to-end CX program for a major client
• Design and evolve CX frameworks, measurement systems, and operating models
• Translate customer insights into clear, actionable business recommendations
• Ensure alignment between CX initiatives and broader business strategy and goals
• Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)

Client Management & Consulting

• Serve as the senior embedded CX advisor to client leadership teams
• Build trusted relationships with executives across marketing, product, operations, and service
• Lead workshops, presentations, and strategic sessions with stakeholders
• Influence decision-making through data-driven storytelling and insights
• Identify new opportunities to expand CX impact within the organization
• Manage and develop a team of CX analysts / consultants / researchers
• Allocate work streams, set priorities, and ensure high-quality delivery
• Mentor team members and support their professional growth
• Foster a high-performance, collaborative, and insight-driven culture

Insights, Analytics & Execution

• Oversee customer research, survey programs, and journey analytics
• Ensure rigorous data quality, methodology, and storytelling standards
• Partner with data and analytics teams to derive advanced insights
• Translate complex datasets into executive-ready narratives and dashboards

Program & Stakeholder Management

• Manage multiple CX work streams and ensure timely delivery of outputs
• Coordinate across internal teams and client stakeholders
• Maintain governance, reporting cadences, and program documentation
• Identify risks, dependencies, and escalation paths proactively

Key Requirements:

• 6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights roles
• Proven experience leading CX programs for large, complex organizations
• Strong background in consulting or embedded client-facing roles
• Experience managing teams and developing talent
• Deep understanding of CX methodologies, journey mapping, and customer research
• Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus)
• Excellent executive communication and storytelling skills
• Ability to operate in a fast-paced, client-facing environment with multiple stakeholders