Senior Manager, Customer Experience

For our client, we are seeking a Senior Manager Customer Experience to join the team of a leader in the Finance & Insurance space. This role will drive marketing initiatives focused on growth, customer acquisition, brand performance, and measurable demand creation. You will collaborate with analytics, product, creative, and commercial teams to turn market insights into scalable campaigns, testing strategies, and performance improvements. The position offers the opportunity to directly influence customer engagement, conversion performance, and revenue growth within a regulated financial services environment.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $122,000 – $170,000 annually

Responsibilities

• Own and execute a prioritized customer experience roadmap across various functions
• Synthesize customer insights from multiple channels into a clear, actionable perspective
• Manage the Voice of Customer platform, ensuring data accuracy and evolving reporting structures
• Define strategies for service channels, balancing live support, self-service, and automation
• Lead operational teams in developing processes and systems for scalable growth
• Collaborate on customer survey strategies, overseeing comprehensive platform administration
• Engage directly with data by extracting core reports from systems like Salesforce

Qualifications

• 8+ years in customer experience or analytics-driven roles, demonstrating scalability of these functions
• Proven history of establishing insights-to-roadmap processes that convert feedback into actionable projects
• Successful influence in prioritizing roadmaps across teams, despite lack of direct authority
• Hands-on experience with data analytics; proficient in extracting and validating reports from CRM systems
• Experience managing a Voice of Customer platform or similar insights platform
• Leadership experience overseeing cross-functional teams across various operational areas

Benefits

• Remote work flexibility
• designation
• Focus on diversity and inclusion in the workplace
• Access to further benefits details on the company website

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.