Customer Experience Operations and Insights Manager

Mirion•Atlanta, GA

22h

About The Position

The Customer Experience (CX) Operations and Insights Manager will serve as the central owner of Mirion’s enterprise-wide customer listening and action program, acting as the single funnel for all customer-facing surveys and feedback mechanisms. Reporting to the Director of Customer Experience, you will leverage Forsta as the primary engine to design, deploy, optimize, and scale transactional, relational, and journey-based surveys across Mirion’s diverse business units (Technologies, Dosimetry Services, Capintec, ec2, etc.). Working in close partnership with a CX Data Analyst (hiring mid-2026), you will translate raw feedback into prioritized, actionable insights and collaborate with business units and product lines to drive sentiment-improving changes. You will also partner with the Director of CX and Marketing teams to build and launch Customer Advisory Boards, ensuring strategic customer voices directly influence Mirion’s roadmap and innovation. This role is critical to establishing a consistent, closed-loop VoC process that elevates NPS, CSAT, and loyalty metrics while delivering measurable business impact. You will be the steward of the customer’s voice, ensuring it is heard clearly, analyzed rigorously, and acted upon decisively across the organization.

Requirements

5+ years of experience managing Voice of Customer, customer insights, or survey programs in a global B2B environment (preferably multi-unit or hardware/service mix).
Hands-on expertise with enterprise VoC platforms (Forsta strongly preferred; Qualtrics, Medallia, or similar acceptable) including survey design, logic, distribution, and text analytics.
Proven track record of building and scaling VoC programs from fragmented to unified states across multiple business units or regions.
Demonstrated ability to translate survey data into actionable insights and drive cross-functional change that improves customer sentiment and business outcomes.
Strong project management skills with experience establishing governance, cadences, and closed-loop processes.
Excellent stakeholder management and facilitation skills - comfortable presenting insights to divisional leaders and executives and influencing without direct authority.
Analytical mindset with experience partnering with data analysts on segmentation, driver analysis, and financial linkage.
Outstanding communication skills: able to distill complex feedback into clear, compelling stories and recommendations.

Nice To Haves

Experience designing, launching, and/or facilitating Customer Advisory Boards or similar strategic customer forums is a strong plus.

Responsibilities

Act as the single point of accountability for all customer-facing surveys: consolidate, standardize, and govern survey strategy enterprise-wide, eliminating fragmented or duplicate efforts.
Own the end-to-end Forsta program: build, deploy, test, optimize, and scale surveys (relational NPS, transactional CSAT/OSAT, journey touchpoint, onboarding, support, training, renewal, etc.).
Design survey logic, segmentation, and timing to maximize response rates, data quality, and relevance across customer cohorts, regions, and product lines.
Establish and manage closed-loop feedback processes: ensure detractors and passives are routed promptly for recovery, track resolution outcomes, and measure impact on sentiment and revenue.
Partner closely with the CX Data Analyst (to be hired) to derive actionable insights from survey data (including verbatim text analytics) and quantify financial implications (e.g., revenue at risk/opportunity by segment).
Collaborate with business unit leaders, product managers, and functional teams (Sales, Service, Marketing) to translate insights into prioritized improvement initiatives and track execution.
Work collaboratively with the Director of CX and Marketing teams to design, recruit, launch, and facilitate Customer Advisory Boards, capturing strategic input from key accounts to shape product roadmaps, service offerings, and innovation priorities.
Deliver monthly VoC reporting and read-outs to divisional and enterprise stakeholders, highlighting trends, wins, risks, and recommended actions.
Champion insight-to-action culture: facilitate cross-functional working sessions, present findings to leadership, and drive accountability for sentiment-improving changes.
Continuously optimize the VoC program: improve response rates, reduce survey fatigue, incorporate qualitative channels (focus groups, interviews, advisory boards), and benchmark against industry best practices.
Manage VoC platform governance (currently Forsta), user access, and vendor relationships to ensure optimal configuration and adoption.
Contribute to the broader CX roadmap, including integration with digital self-service, support transformation, and training initiatives.