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About the Role

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 within a Fortune 500 company's high-impact customer experience program.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Skills

• Project Management
• Analytical skills
• Stakeholder management
• Microsoft Excel
• Microsoft PowerPoint
• Project management tools
• Customer Experience
• Customer Insights
• Business Operations
• Consulting
• Customer feedback analysis
• Survey data analysis
• Operational performance metrics
• Written communication
• Verbal communication
• Problem-solving
• Report development
• Presentation development

Experience Level

• 4-7 years

About the Company

• Fortune 500 company