Project Manager – Customer Experience; CX

Employer Industry: Customer Experience Management

• Salary up to $130,300 based on geographic location
• Comprehensive health benefits including medical, dental, and vision coverage
• Retirement benefits with a 401(k) match and Employee Share Purchase Plan
• Opportunities for professional development and participation in Employee Resource Groups
• Supportive wellness initiatives, including a wellness platform and Headspace app subscription
• Flexible paid leave for volunteering and community engagement

• Lead end-to-end customer journey mapping initiatives, including discovery workshops and pain‑point identification
• Facilitate cross‑functional workshops with various departments to understand the full customer lifecycle
• Translate customer journey insights into prioritized improvement initiatives and collaborate with teams to define solutions
• Support the development of customer personas using journey insights and stakeholder input
• Manage CX project plans, timelines, risks, and stakeholder communications, ensuring clear visibility into progress and outcomes

• 3–5+ years of experience in project or program management
• Experience supporting or leading customer journey mapping and CX initiatives
• Strong facilitation and communication skills with the ability to engage diverse stakeholders
• Proven ability to manage multiple initiatives simultaneously in a cross‑functional environment
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Background in Customer Experience (CX), service design, or business transformation
• Experience working with Voice of the Customer (VOC) data, including NPS and CSAT
• Familiarity with customer journey mapping tools or methodologies
• PMP certification strongly preferred
• Experience working in enterprise or matrixed organizations

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