Customer Experience Program Manager (R-19945)

Dun & Bradstreet•Florham Park, NJ

24d

About The Position

The Customer Experience Program Manager is responsible for managing and scaling enterprise Voice of the Customer (VoC) programs and strategies that support customer experience transformation and business decision-making. The role designs and optimizes customer feedback programs, applying best practices in survey methodology, governance, data quality, and reporting. This role will work cross-functionally with Product, Sales, Operations, Technology, Go-to-Market, and other stakeholder groups, the role integrates customer insights into business processes and provides actionable information that supports performance improvement and customer-focused decisions.

Requirements

Bachelor’s degree in Business Administration, Marketing, or related disciplines.
5 – 8 years of relevant experience in customer experience, Voice of the Customer, customer insights, survey program management, analytics, or a related field.
Qualtrics administrator and power-user experience across Engage, Workflows, XM Directory, integrations, and automations.
Experience with Salesforce, Gainsight, or comparable customer relationship and customer success platforms.
Experience working with customer, CRM, support, financial, or operational datasets.
Experience with Google Cloud Platform, Power BI, or related data and reporting platforms.
Familiarity with AI tools, text analytics, and natural language processing.
Ability to troubleshoot workflow, automation, integration, and data-quality issues.
Proficiency in Microsoft Office Suite skills
Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
Where applicable, fluency in English and languages relevant to the working market.
Willingness to travel internationally as required.

Nice To Haves

Qualtrics Level 1 certifications in Platform Essentials and XM Fundamentals or Qualtrics Level 2 CX Expert certification is an advantage.

Responsibilities

Support the execution and optimization of Voice of the Customer programs aligned with corporate priorities.
Design and implement customer listening programs, including relational NPS, touchpoint, and journey surveys, applying best practices in methodology, survey design, and contact strategy.
Partner with Go-to-Market, Product, Operations, Technology, and Sales teams to integrate customer experience into operating models, enable performance tracking and stakeholder visibility, and establish effective customer feedback loops.
Maintain survey governance, metadata standards, taxonomy structures, and data quality across customer listening programs.
Create and maintain dashboards and reports that support stakeholders, KPI tracking, and business priorities.
Analyze customer feedback and operational data to identify trends, opportunities, and risks, and support the customer experience governance model through clear, actionable recommendations for partner teams.