Customer Experience Insights Project Manager

About the Role

We are seeking a highly organized and customer-focused CX Project Manager to support the delivery and execution of a high-impact customer experience (CX) program within a Fortune 500 company. In this role, you will serve as the operational backbone of the CX function, driving day-to-day program execution, coordinating cross-functional initiatives, managing project plans, and ensuring timely delivery of CX insights and improvements.





Working closely with the CX Director, you will help translate strategic priorities into actionable workstreams, partner with stakeholders across the organization, and ensure customer experience initiatives are effectively implemented and measured. This role is ideal for someone with strong project management, analytical, and stakeholder management skills who enjoys turning strategy into execution.





Key Responsibilities:





CX Program Execution


- Support the execution and delivery of enterprise CX initiatives and programs
- Manage project plans, timelines, milestones, and deliverables across multiple CX workstreams
- Coordinate cross-functional activities to ensure successful implementation of CX recommendations
- Track progress against program objectives and identify risks, blockers, and dependencies
- Maintain program documentation, workflows, and operational processes


Stakeholder Management


- Partner with client teams including Marketing, Product, Operations, Customer Service, and Analytics
- Facilitate project meetings, working sessions, and status updates
- Serve as a day-to-day point of contact for project stakeholders
- Ensure alignment across teams and drive accountability for action items and deliverables
- Escalate risks and issues as appropriate to CX leadership


Customer Insights & Reporting


- Support customer research, survey programs, journey mapping, and feedback initiatives
- Analyze customer experience data and help identify actionable insights
- Assist in developing dashboards, scorecards, reports, and presentations
- Monitor key CX metrics including NPS, CSAT, CES, and journey performance indicators
- Help translate customer insights into recommendations that improve business outcomes


Project & Process Management


- Establish project governance, tracking mechanisms, and reporting cadences
- Manage meeting agendas, action logs, project documentation, and status reporting
- Coordinate implementation activities across multiple initiatives simultaneously
- Ensure deliverables are completed on time, within scope, and meet quality standards
- Drive continuous improvement of CX program processes and operational efficiencies






Key Requirements:

Required


- 4-7 years of experience in Customer Experience, Project Management, Customer Insights, Business Operations, Consulting, or related fields
- Demonstrated experience managing cross-functional projects and stakeholders
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Experience working with customer feedback, survey data, or operational performance metrics
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Proficiency in Microsoft Excel, PowerPoint, and project management tools
- Experience developing executive-ready reports and presentations


Preferred


- Experience in consulting, agency, or client-facing environments
- Experience supporting CX, Voice of Customer (VoC), Customer Insights, or Customer Success programs
- Familiarity with journey mapping, customer research methodologies, and CX metrics
- Experience with BI tools such as Power BI, Tableau, or Looker
- PMP, Agile, Scrum, or related project management certification