CX Senior Manager Insights - Remote

Stryker • Mahwah, NJ

1d • Remote

About The Position

At Stryker, customer experience insights are crucial for designing, building, and scaling meaningful digital experiences across the enterprise. This role sits at the intersection of data, strategy, and technology, transforming customer signals into clear actions that enhance loyalty, ease, and business performance. If you are energized by shaping enterprise-wide CX practices and influencing outcomes through insight, this role offers significant visibility, ownership, and impact.

Requirements

• Bachelor’s degree (minimum).
• Minimum 10 years of experience in customer experience, customer insights, or commercial strategy roles.
• Minimum 3 years of people management experience.
• Minimum 5 years of experience designing and leading qualitative and quantitative CX research programs.
• Minimum 5 years of experience managing customer feedback programs and metrics (e.g., Net Promoter Score, Customer Satisfaction).

Nice To Haves

• Master’s degree in Business, Marketing, Analytics, Psychology, or a related field.
• Experience using customer experience platforms such as Qualtrics, Medallia, or Forsta.
• Experience working with customer relationship management systems and analytics tools such as SQL, Excel, SPSS, Tableau, or Power BI.

Responsibilities

• Lead end-to-end customer experience research using qualitative and quantitative methods to inform enterprise digital strategy and investment decisions.
• Analyze and synthesize data from voice-of-customer and voice-of-employee programs to identify trends, drivers, and prioritized experience opportunities.
• Design and manage customer listening programs, including surveys, journey feedback, and experience metrics such as Net Promoter Score and Customer Satisfaction.
• Translate insights into clear recommendations that improve customer loyalty, lifetime value, ease of doing business, and revenue performance.
• Partner with product, sales, business operations, design, and technology teams to embed customer insights into agile planning and solution delivery.
• Develop and scale customer experience frameworks, including journey mapping, persona segmentation, and competitive benchmarking practices.
• Leverage customer experience management and AI-enabled tools to detect patterns, signals, and pain points and proactively address experience risks.
• Contribute to elevating enterprise digital maturity by ensuring every interaction reflects a deep understanding of customer needs and measurable outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees