Customer Experience Strategy & Insights Manager

Staples Inc.

5h•Hybrid

About The Position

The Customer Experience Strategy & Insights Manager’s responsible for analyzing customer feedback and experience data across the business-to-business, identifying improvement opportunities, and driving actions that enhance overall client satisfaction. This role partners with cross-functional teams to implement changes that strengthen customer loyalty, reduce friction, and support operational excellence. The Customer Experience Manager acts as the voice of the customer, translating insights into actionable recommendations that impact both processes and strategy.

Requirements

College / University or relevant experience
5 + years of experience in Customer Experience, Customer Success, Voice of Customers, Operations, Business Intelligence, or related fields.
Demonstrated experience in root cause analysis, cross-functional issue resolution, and process improvement.
Proven ability to prepare executive-level reporting and influence senior stakeholders.
Strong analytical and problem-solving skills; ability to translate qualitative and quantitative data into actionable insights.
Excellent written and verbal communication; able to tell compelling stories from complex data.
High attention to detail, strong organizational skills, and ability to manage multiple priorities.
Proficient with Voice of Customers, Customer Relationship Management, survey analytics, and dashboard tools.
Highly collaborative with the ability to influence without authority.

Responsibilities

Collect, analyze, and interpret customer feedback from multiple channels (NPS, CSAT, surveys, interviews, escalations, support tickets).
Monitor Voice of Customers dashboards and prepare summary reports highlighting trends, root causes, and opportunities.
Identify recurring themes, validate insights with internal stakeholders, and drive meaningful actions.
Monitor customer satisfaction and sentiment at account and segment levels, identifying early warning signs and emerging risks and prepare briefings for leadership and client-facing teams on trends, insights, and key risk indicators.
Conduct targeted follow-ups with customers to clarify feedback, resolve concerns, and gather deeper context.
Map customer touchpoints to identify inefficiencies, pain points, and service gaps.
Develop clear, concise reporting and executive summaries that communicate key findings to leadership and cross-functional teams.