Manager, Customer Experience (CX)

Fidelity Investments • Boston, MA

1d • $97,000 - $185,000 • Onsite

About The Position

The Manager, Customer Experience (CX), drives execution of customer experience programs and the CX platform to reduce customer friction and improve satisfaction and loyalty. The role manages day-to-day CX program operations, administers and integrates Qualtrics, and supports CX analytics using basic SQL/Snowflake and Tableau. This position is 100% onsite in Boston, Massachusetts.

Requirements

• Bachelor’s degree in Business, Analytics, Information Systems, or a related field.
• At least 3 years of experience in CX/VoC, service operations, or process/analytics roles.
• Proven CX program management experience, including intake and prioritization, roadmap/backlog management, cadenced delivery, and stakeholder alignment.
• Hands-on Qualtrics experience with survey building, workflows/automations, dashboards, roles and permissions, and XM Directory.
• Strong communication, facilitation, and documentation skills, including the ability to translate CX insights into process changes.
• Clear written and verbal communication skills and strong stakeholder management.
• Basic-to-intermediate SQL skills, including joins, filters, and aggregations, for querying Snowflake.

Nice To Haves

• Experience in regulated financial services or complex service environments.
• Familiarity with Qualtrics Text iQ.

Responsibilities

• Run the operating cadence for CX programs and help grow them by developing new listening posts and evolving existing ones.
• Partner with distribution, operations, and service teams to standardize processes and drive action based on customer feedback.
• Track and report program status, risks, and dependencies, and manage Jira, Confluence, and other program artifacts.
• Administer Qualtrics, including surveys, workflows, dashboards, roles and permissions, XM Directory, and distributions.
• Build dashboards and alerts for front-line and leadership audiences.
• Enable closed-loop follow-up using Qualtrics Workflows with email, Teams, Salesforce, and Jira.
• Partner with IT and data teams to integrate Qualtrics with Snowflake, Salesforce, and email or SMS as needed.
• Use SQL to query Snowflake for ad hoc analysis supporting insights and quality assurance.
• Build and maintain Tableau dashboards.
• Validate data quality across Qualtrics, CRM, and Snowflake; monitor data accuracy and quality, reconcile differences, and address data lineage issues with data teams.

Benefits

• Comprehensive health care coverage
• Emotional well-being support
• Retirement benefits
• Paid time off
• Parental leave
• Charitable giving employee match program
• Educational assistance, including student loan repayment, tuition reimbursement, and learning resources

What This Job Offers

• Job Type: Full-time
• Career Level: Manager