Customer Experience Manager

We are seeking a Manager to join the Customer Experience Office (CXO). This role is responsible for supporting and driving customer experience initiatives, customer-focused platforms, and operational improvements that enhance end-to-end customer journeys across a large-scale automotive and industrial distribution network. Operating within a cross-functional CX environment, this individual will partner with business stakeholders, technology teams, operations, and external partners to identify customer pain points, improve processes, and support the delivery of scalable customer experience solutions. The role requires strong collaboration, analytical thinking, and execution capabilities to drive measurable improvements in customer satisfaction, operational efficiency, and customer engagement.

Performance Measures: Improvement in key CX metrics (e.g., CSAT, NPS, Customer Effort Score) Reduction in customer-reported issues, complaints, and escalations Improvement in customer journey performance across key touchpoints Effectiveness in execution and delivery of CX initiatives Stakeholder satisfaction and cross-functional collaboration Quality and timeliness of communication, reporting, and documentation Identification and implementation of process improvements and operational efficiencies Contribution of innovative ideas to improve customer experience and internal processes Responsibilities Customer Experience & Product Support Support management and optimization of customer-facing platforms and initiatives within the Customer Domain Partner with CX and business teams to improve customer journeys and overall customer experience Help identify customer pain points and opportunities for process and platform enhancements Assist in translating customer and business needs into actionable requirements and solutions Roadmap & Initiative Execution Support execution of CX-aligned products and operational initiatives Assist in prioritizing enhancements and initiatives based on customer impact and business value Coordinate with stakeholders to manage requirements, timelines, and deliverables Contribute to backlog refinement and initiative tracking Requirements & Delivery Coordination Create and maintain functional requirements, user stories, process documentation, and acceptance criteria Partner with technology and delivery teams during agile execution cycles Participate in testing and validation activities to ensure solutions meet business and customer expectations Track issues, risks, dependencies, and follow-up actions Customer Insights & Operational Improvement Analyze customer feedback, operational trends, and business data to identify improvement opportunities Monitor customer and operational KPIs to support continuous improvement efforts Assist in root cause analysis for customer issues and operational inefficiencies Support implementation of corrective actions and process improvements Cross-functional Collaboration Collaborate with CX, operations, IT, product, Finance, and business stakeholders Support alignment between customer experience initiatives and operational processes Provide clear and timely communication on initiative status, risks, and outcomes Build effective working relationships across teams and functions Process & Governance Support Support documentation standards, governance processes, and execution consistency Help improve team processes, workflows, and operational efficiency Maintain understanding of customer platforms, systems, and integrations Ensure follow-through on assigned initiatives and action items Innovation & Continuous Learning Stay informed on customer experience trends, digital capabilities, and industry best practices Identify opportunities to improve customer interactions and internal processes Build knowledge across customer segments, products, systems, and service models Qualifications 5+ years of experience in customer experience, product management, business analysis,