Customer Experience Program Manager

About the Role
We are seeking a seasoned Senior Manager, Customer Experience 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:

CX Program Leadership

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

Team Leadership & Management

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

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

Originally posted on Himalayas