CX/VoC Program Manager

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.

• 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
  

• Design, develop, integrate, launch, and maintain collections of data pipelines, queries, reports, and visualizations that support multiple use cases across PSO
  
• Create interactive and dynamic data visualizations that communicate complex insights to stakeholders 
  
• Optimize pipelines, dashboards, and Data Architecture to facilitate the easier development of data artifacts 
  
• Work closely with customer service and operations, product, and engineering teams to integrate data insights into business decisions and drive customer experience improvements 
  
• Work with various data sources, including customer interactions, feedback, and behavioral data, and integrate and build reports and visualizations to identify pain points and trends
  
• Develop and track key performance indicators to measure the effectiveness of customer experience initiatives
  

Celebrated by Inc. 5000 for our rapid growth and award-winning workplace, Main Digital invites you to join our collaborative and forward-thinking team. As a Certified Women-Owned Small Business (WOSB), we champion diversity in tech. Our diverse teams combine management consulting expertise, innovative digital design, and advanced product engineering. Driven by our six core values, we lead in intelligent automation, platform technologies, and Agile methodologies to create unparalleled digital experiences. Join us as we empower people to create new possibilities through process and technology, re-imagining the ways of work and enhancing experiences with digital transformation.