Customer Experience Manager

RELX•Dayton, OH

27d•Remote

About The Position

LexisNexis Legal & Professional, part of RELX, is seeking a Customer Experience Manager to lead initiatives that improve customer journeys, strengthen engagement, and deliver measurable business outcomes. This role involves strategic thinking, project leadership, data-driven decision making, and AI innovation to enhance experiences across digital and customer-facing touchpoints. The company is a leader in deploying AI and advanced technologies to the legal market, with a strong focus on ethical and powerful generative AI solutions. They employ over 2,000 technologists, data scientists, and experts to develop and validate solutions in line with RELX Responsible AI Principles. The Customer Experience Manager will work closely with cross-functional teams to identify opportunities, implement improvements, and champion a customer-first culture.

Requirements

Experience in customer experience, customer success, or a closely related field.
Experience with journey mapping, service design, or UX research methodologies.
Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms.
Demonstrated experience executing CX projects from concept to completion.
Proven AI fluency with practical experience using AI tools to improve customer-facing processes or experiences.
Strong analytical skills and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.
Excellent communication skills with the ability to influence stakeholders at all levels of the organization.
Experience leading or coordinating cross-functional teams or projects.

Responsibilities

Lead, coach, and develop a small team of CX specialists or coordinators (where applicable).
Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.
Design and implement customer journey improvements across digital and physical touchpoints.
Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities.
Build and maintain CX program documentation, playbooks, and standard operating procedures.
Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience.
Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows.
Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.