Customer Experience Program Manager
About the Role
We are seeking a seasoned CX Program Manager to lead a high-impact, embedded customer experience (CX) program within a Fortune 500 company. In this role, you will act as a strategic advisor and hands-on program leader, responsible for shaping, executing, and scaling the client’s CX strategy while managing a multidisciplinary team and serving as the primary consulting partner to senior stakeholders. This role blends consulting leadership, program management, team leadership, and client relationship ownership , with a strong focus on turning customer insights into measurable business impact.
Key Responsibilities:
CX Program Leadership
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Own and lead the end-to-end CX program for a major client
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Design and evolve CX frameworks, measurement systems, and operating models
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Translate customer insights into clear, actionable business recommendations
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Ensure alignment between CX initiatives and broader business strategy and goals
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Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)
Client Management & Consulting
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Serve as the senior embedded CX advisor to client leadership teams
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Build trusted relationships with executives across marketing, product, operations, and service
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Lead workshops, presentations, and strategic sessions with stakeholders
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Influence decision-making through data-driven storytelling and insights
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Identify new opportunities to expand CX impact within the organization
Team Leadership & Management
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Manage and develop a team of CX analysts / consultants / researchers
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Allocate work streams, set priorities, and ensure high-quality delivery
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Mentor team members and support their professional growth
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Foster a high-performance, collaborative, and insight-driven culture
Insights, Analytics & Execution
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Oversee customer research, survey programs, and journey analytics
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Ensure rigorous data quality, methodology, and storytelling standards
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Partner with data and analytics teams to derive advanced insights
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Translate complex datasets into executive-ready narratives and dashboards
Program & Stakeholder Management
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Manage multiple CX work streams and ensure timely delivery of outputs
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Coordinate across internal teams and client stakeholders
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Maintain governance, reporting cadences, and program documentation
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Identify risks, dependencies, and escalation paths proactively
Requirements
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6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights roles
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Proven experience leading CX programs for large, complex organizations
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Strong background in consulting or embedded client-facing roles
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Experience managing teams and developing talent
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Deep understanding of CX methodologies, journey mapping, and customer research
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Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus)
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Excellent executive communication and storytelling skills
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Ability to operate in a fast-paced, client-facing environment with multiple stakeholders
Originally posted on Himalayas