Customer Experience & Systems Lead
About The Position
The Customer Experience & Systems Lead reports to the Senior Manager of Customer Success, and is responsible for the infrastructure of the customer experience, managing customer master data, customer-facing technologies, and customer related analytics to support a seamless and data-driven customer journey. This role serves as the foundation of a scalable, technology-enabled customer experience, operating at the intersection of systems, data, and customer operations to ensure customer information, digital tools, and reporting capabilities are accurate, optimized, and aligned to business and customer needs. Through analytics and technology, the role provides visibility into customer health and drives continuous improvement on behalf of the customer.
Requirements
- Bachelor’s degree in Business Administration, Information Systems, Business Analytics, or a related field (e.g., Operations, Supply Chain, or IT)
- 5+ years’ experience in customer operations, data analytics, systems management, or related field
- Strong analytical skills with experience in reporting tools (e.g., Power BI, Excel)
- Experience working with CRM systems and/or ERP platforms (SAP, Salesforce)
- Ability to manage and support new systems and processes
- High attention to detail with a control-oriented mindset
Responsibilities
- Own and govern customer master data to ensure accuracy, consistency, and integrity across systems
- Establish and maintain data standards, audit processes, and ongoing data quality controls
- Manage and optimize customer-facing technologies, including e-commerce and other digital tools
- Support functionality enhancements, user experience improvements, and system adoption
- Serve as a key liaison between business stakeholders and IT for system updates, testing, and issue resolution
- Work closely with CRM business owners to ensure accurate data collection, structure, and governance
- Support development and refinement of customer data models and workflows
- Monitor and audit data inputs to ensure consistency across customer systems
- Develop and maintain customer-focused KPIs, dashboards, and reporting
- Provide actionable insights to improve customer experience, operational efficiency, and adoption of digital tools
- Support training and enablement of internal teams on customer-facing tools and reporting
- Partner cross-functionally to align systems, data, and processes with evolving customer needs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
