Customer Experience Program Manager

Agiliti Health•Minneapolis, MN

2d•Onsite

About The Position

The Customer Experience Program Manager leads cross‑functional initiatives that elevate customer insight, enhance service delivery, and drive data‑informed sales and business decisions. This role owns program initiatives that help inform the business—including programs like the Customer Relationship Survey, Customer Health, Business Reviews and Sales Reporting. Partnering cross-functionally, this position translates customer and sales data into actionable insights, scalable process improvements, and measurable outcomes. The role is responsible for managing complex programs and projects, reporting efficiencies and ensuring consistent execution against business priorities. Strong program and project management, analytical rigor, automation expertise, and executive‑level communication skills are essential.

Requirements

Bachelor’s degree in business, marketing, analytics, or a related field.
5+ years of experience in Customer Experience, Research, Analytics, Consulting or related roles.
Proven project management experience; PMP or similar certification preferred.
Experience working with Qualtrics or other survey platforms preferred.
Strong analytical skills with proficiency in quantitative and qualitative analysis.
Experience with data visualization tools such as Tableau or Power BI.
Excellent communication, both written and verbal.
Hands‑on experience designing surveys, managing dashboards, and analyzing data within Qualtrics.
Ability to create accurate, high‑quality customer reporting using automation and/or AI‑enabled tools.
Strong attention to detail and ability to manage multiple priorities.
Ability to promote a culture of customer‑centricity and lead cross‑functional collaboration.

Responsibilities

Lead customer experience programs from planning through execution, including defining scope, timelines, milestones, and success criteria.
Facilitate cross‑functional collaboration across Sales, Operations, Marketing, Quality, and Product teams.
Track project progress, risks, and dependencies; provide clear updates to stakeholders and senior leadership.
Manage the Customer Relationship Survey, including design, deployment, reporting, and executive‑level readouts.
Coordinate survey sampling, communication plans, follow‑up workflows, and field engagement strategies to ensure high participation and meaningful insights.
Analyze sales, operations and customer data to identify trends, root causes, and develop recommendations based on the insights.
Partner with leaders to develop and implement action plans that drive measurable enhancements in customer experience and business results.
Compile routine reporting and Business Reviews to support the sales teams in driving customer retention and growth.
Prepare and deliver presentations for training, communications and program updates.