Senior Manager - Customer Experience

About

The Role

Grade Level (for internal use):

11

The Team

Customer Experience, a core capability within Market Intelligence, collaborates closely with the Revenue organization to deliver differentiated customer experience. This group supports our sales teams and business units by overseeing customer success, sales operations, and the implementation of commercial technologies. This includes tools such as Salesforce, alignment with targets in strategic growth areas, and driving accelerated growth by placing the customer at the center of all we do.

Our focus on delivering a comprehensive customer experience.

The Proposal & Customer Assessment Team, a core function within the Customer Excellence Organization, plays a critical role in supporting client engagements across both pre- and post-sales cycles. Our scope includes lead generation support, RFX responses, proposal development, due diligence questionnaires, risk assessments, audits, and the management of a wide range of customer inquiries.

Our mission is to enable new revenue generation through efficient and high-quality RFX processes, while ensuring superior customer satisfaction by delivering accurate, relevant, and compelling information throughout the customer lifecycle. Serving a diverse global client base, we remain firmly committed to a client-first approach, consistently aligning our efforts with customer needs and business objectives.

This role is about leading the shared capability within the team that encompasses multiple support functions that enable the team to deliver to our clients and internal stakeholders in effective and efficient way.

Responsibilities And Impact

Lead the Shared Capability Group, overseeing end-to-end planning and execution of critical enablement initiatives, including the design and governance of templates, internal and external portals, case routing frameworks, knowledge management systems, and issue-tracking mechanisms. This group plays a pivotal role in ensuring teams have timely access to accurate and comprehensive information from the outset, enabling efficient and high-quality resolution of client inquiries.

The role requires close partnership with cross-functional stakeholders, a deep understanding of client requirements, and strong familiarity with diverse operational workflows to drive alignment, consistency, and continuous improvement across the organization.

Define and execute the shared capability strategy aligned to business priorities and customer excellence objectives.
Design, standardize, and maintain core tools and frameworks to support pre- and post-sales client engagements.
Enable seamless information flow by ensuring content accuracy, accessibility, and governance across systems.
Partner with Sales, Legal, Risk, Compliance, Operations, and Technology teams to align workflows and requirements.
Optimize end-to-end processes to improve efficiency, consistency, and turnaround times for client inquiries.
Establish governance, SLAs, and performance metrics to track effectiveness and drive continuous improvement.
Lead change management and adoption of new tools, processes, and best practices.
Serve as an escalation point for complex or high-impact issues, ensuring timely resolution with a client-first mindset.
Foster a culture of collaboration, accountability, and operational excellence within the team.

What We're Looking For

8–10 years of relevant experience, with a strong track record of leading or managing shared capability or enablement functions in complex, cross-functional environments.
Proven expertise in process design, governance, and workflow optimization, particularly within client-facing or pre- and post-sales operations.
Demonstrated ability to partner and influence across Sales, Legal, Risk, Compliance, Operations, and Technology teams.
Deep understanding of client requirements and a consistent client-first mindset in delivering scalable, high-quality solutions.
Hands-on experience designing and governing templates, portals, knowledge management systems, case routing, and issue-tracking frameworks.
Strong analytical, problem-solving, and communication skills, with the ability to translate complex requirements into practical outcomes.
Ability to balance strategic thinking with execution, driving continuous improvement in a fast-paced, evolving environment.

Competencies

Strategic Leadership & Execution - Ability to set direction for shared capabilities while driving disciplined execution and measurable outcomes.
Stakeholder Partnership & Influence - Strong capability to collaborate, align, and influence cross-functional and senior stakeholders across the organization.
Process Design & Operational Excellence - Expertise in designing, governing, and optimizing end-to-end workflows to improve efficiency, consistency, and quality.
Customer-Centric Mindset - Deep focus on understanding client needs and delivering solutions that enhance customer experience and satisfaction.
Change Management & Adoption - Proven ability to lead…