CX Program Manager, VoC

5 days ago

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Main Digital

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Main Digital is a consultancy that transforms and optimizes business and government operations through the strategic integration of people, technology, and data. The company is dedicated to enhancing business agility and creating best-in-class solutions tailored to the needs of users. As a proud certified Women-owned Small Business, Main Digital serves a wide range of clients, including some of the world's largest corporations and non-profit organizations, focusing on digital transformation and operational efficiency.

Business Transformation • Robotics Process Automation • Change Management • Advising & Research • Lean & Six Sigma

11 - 50 employees

Founded 2019

🤝 B2B

🏢 Enterprise

📋 Description

• This is a remote position. • We are seeking a customer-focused Program Manager dedicated to enhancing the end-to-end customer experience. • The ideal candidate is passionate about understanding customer needs, actively listening to feedback, and transforming data into meaningful insights. • They will proactively share findings across the organization, enabling customer-centric decision-making and driving impactful improvements at every touchpoint. • As a Customer Experience Program Manager, you will play a key role in gathering and analyzing customer experience intelligence— including surveys and other feedback mechanisms— to drive customer-centric improvements in a rapidly growing global CX practice. • Leveraging your expertise in Customer Experience (CX) and Voice of the Customer (VoC), you will help shape and execute our strategy. • You will define, plan, implement, and manage solutions, projects, and capabilities across our portfolio to enhance customer satisfaction and business impact.

🎯 Requirements

• 6+ years of experience in CX or VoC program/project management, customer success, or any related roles. • Degree in Management, Business, Marketing, Economics, or a related field of study preferred. • Project Management or Customer Experience Management certifications are preferred. • Experience working in a global CX team focused on the entire customer journey is preferred. • Comfortable working autonomously and proactively, implementing the CX projects, and leading the internal and external stakeholders. • Strong experience working with CXM platforms (e.g. Medallia, Qualtrics). • Experience implementing customer feedback capabilities including surveys. • Strong knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES, etc.). • Experience designing surveys for CX/VoC programs

🏖️ Benefits

• Competitive compensation • Comprehensive benefits • Extensive development opportunities