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Job Description

The Sr Manager, Experience Management is a critical role intended to drive high-priority, fast-moving CX initiatives across the entire customer journey for our Value brands. This role is ultimately responsible for translating business goals into customer-centric strategies for high-impact, fast-paced projects across numerous CX workstreams. The Sr Manager is a key member of the CX team responsible for ensuring projects deliver measurable results and superior customer interactions.

Key Responsibilities:

• CX Strategy & Vision: Define and lead the strategic vision for best-in-class customer experiences across all Value brand touchpoints.

• Deliver exceptional customer experiences for complex initiatives and multiple components that include but are not limited to; research and insights, business case development, competitive analysis, establishing a digital vision, strategy, and digital roadmap development. Partners with cross-functional teams to define experience aspiration and strategy for defined customer journeys. Develop estimates and scopes by engaging across disciplines with regard to partner deliverables

• High-Priority Initiative Leadership: Drive high-visibility, cross-functional CX projects (e.g., new loyalty features, major compliance/regulatory implementations, specific brand flows, NPS action plans, etc) from concept through execution, acting as the primary CX lead.

• A/B Testing & Optimization: Partner with the Digital Operations team to define and govern the experimentation roadmap within the app environment to optimize messaging, flow, and timing for maximum impact.

• Performance Analysis: Monitor core CX and app KPIs (e.g., churn rates, funnel conversion, MAU/DAU, etc) and translate data into executive-level insights and actionable recommendations for product and channel teams.

• Cross-Functional Partnership: Act as the Product Owner for CX with Marketing, Channel Leads, PMO, etc, ensuring alignment on all feature launches, communications, and user feedback loops for key initiatives.

• Documentation & Business Readiness: Ensure comprehensive readiness for all high-priority launches, including compiling necessary documentation, writing user stories that incorporate regulatory requirements, and preparing customer support channels.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 6+ years of progressive experience in CX strategy, product management, or digital/mobile app growth, preferably within a regulated industry (e.g., telecom, finance).

• Proven CCX Experience (Continuous CX) Backlogs and CCX improvements to better the customer experience

• Proven ability to define strategy and translate complex business/legal requirements into measurable CX outcomes and project deliverables.

• Expertise in utilizing data to help story tell and gain momentum in projects through insights!

• Demonstrated success in leading high-visibility, cross-functional initiatives and influencing senior stakeholders without direct reporting authority.