Customer Experience Manager

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Customer Experience Manager

  • Omaha, NE or Fargo, ND,
68137 or 58103

Posted Date

  • 09/05/2025

Closing Date

  • 09/19/2025

Salary Range

  • $112,140-$173,820

We are seeking a Customer Experience Manager who is responsible for designing, championing, and measuring customer-driven strategies and initiatives that differentiate us and align with our vision. This role serves as a voice for the customer to influence product and process design across the organization. Responsible for keeping the customer at the forefront of decision making by staying abreast of emerging customer experience trends, collaborating with key stakeholders to conduct formal and informal CX research and journey mapping, developing and championing business cases to activate insights, and building a long-term CX roadmap. The CX Manager also monitors and makes sense of changes to the core Customer Experience metrics, and ensures additional metrics are established as needed. This individual is business-savvy, empathetic, strategic, and has broad influence as a go-to CX strategy and measurement expert across all business areas.

Essential Duties & Responsibilities

  • Establishes clear understanding of current vs. desired state for the most important customer journey elements.
    • Partner with customers and Internal teams to identify gaps and inconsistencies.
    • Align CX priorities to business unit and enterprise strategic priorities.
    • Build and champion a roadmap and prioritize business cases to drive progress.
  • Owns and evolve CX research, measurement, and benchmarking
    • Partner with internal partners and appropriate external vendors to build and implement a comprehensive measurement model, including relational, transactional, and diagnostic metrics.
    • Ensure activation of learning across business and functional teams.
  • Develops thought leadership and best practices in the CX space.
    • Develop a network of external CX partners and stay abreast of the latest trends and capabilities.
    • Inspire and influence internal stakeholders through strategic communication and CX engagement programs.
    • Establish credibility as a customer expert across business areas. Consult on key strategic questions relating to customer experience.

Category:

  • Financial Services