Manager, Customer Experience (CX)

Fidelity • Boston, MA

4d • Onsite

About The Position

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

The manager runs the operating cadence for CX programs, helps develop new listening posts and evolve existing ones, and partners with distribution, operations, and service teams to standardize processes and act on customer feedback. The role also owns hands-on Qualtrics administration, builds dashboards and alerts, enables closed-loop follow-up, and partners with IT and data teams on integrations. Analytics work includes ad hoc Snowflake queries, Tableau dashboard maintenance, and validation of data quality across sources.

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 or backlog management, cadenced delivery, and stakeholder alignment.
• Hands-on Qualtrics experience, including survey building, workflows and automations, dashboards, roles and permissions, and XM Directory.
• Strong communication, facilitation, and documentation skills, with the ability to translate CX insights into process changes.
• Clear written and verbal communication skills and strong stakeholder management.

Nice To Haves

• Experience in regulated financial services or complex service environments.
• Familiarity with Qualtrics Text iQ.
• Basic-to-intermediate SQL skills, including joins, filters, and aggregations.

Responsibilities

• Run the operating cadence for CX programs and help drive program growth by developing new listening posts and evolving existing ones.
• Partner with distribution, operations, and service teams to standardize processes and drive action on customer feedback.
• Track and report program status, risks, and dependencies; 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 through Qualtrics Workflows using 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 accuracy, reconcile discrepancies, 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 and tuition reimbursement
• Learning resources for career development
• Bonus or other variable compensation, depending on position and eligibility

What This Job Offers

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