Customer Experience Manager

Overture Partners' client immediately needs a CX Manager. To secure an interview for this role, candidates must meet the following criteria:

**No C2C/3rd parties

Qualifications:

• Proven experience in a Customer Experience (CX) role such as Experience Lead, Experience Manager, or Experience Owner.
• Strong understanding of customer journey mapping and Human-Centered Design methodologies.
• Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate across diverse teams and influence without direct authority.
• Comfortable analyzing and using data to drive decision-making.
• Experience with CX tools such as Miro (or similar journey-mapping tools) and Medallia (preferred but not required).
• Healthcare industry experience is a plus but not required.

Job Responsibilities:

• Own the end-to-end customer experience for a specific business focus area, ensuring alignment with organizational customer-centric goals.
• Collaborate with business teams to identify, prioritize, and integrate customer experience initiatives into planning and execution.
• Partner with cross-functional teams, including marketing, business operations, and product, to ensure a seamless, cohesive customer experience across all channels.
• Leverage customer journey mapping and Human-Centered Design methodologies to design and refine customer experiences.
• Work with internal teams such as data analytics and research to utilize insights for improving customer journeys and key metrics (e.g., NPS, FCoR).
• Analyze and utilize data to drive decisions and improve customer experience outcomes.
• Build and maintain strong relationships with cross-functional stakeholders, ensuring clear, effective communication and alignment.