Customer Experience Project Manager

We are seeking a highly organized and customer-focused CX Insights Project Manager to support the delivery and execution of a high-impact customer experience (CX) program within a Fortune 500 company. In this role, you will serve as the operational backbone of the CX function, driving day-to-day program execution, coordinating cross-functional initiatives, managing project plans, and ensuring timely delivery of CX insights and improvements.

Working closely with the CX Director, you will help translate strategic priorities into actionable workstreams, partner with stakeholders across the organization, and ensure customer experience initiatives are effectively implemented and measured. This role is ideal for someone with strong project management, analytical, and stakeholder management skills who enjoys turning strategy into execution.

Responsibilities

CX Program Execution

Support the execution and delivery of enterprise CX initiatives and programs

Manage project plans, timelines, milestones, and deliverables across multiple CX workstreams

Coordinate cross-functional activities to ensure successful implementation of CX recommendations

Track progress against program objectives and identify risks, blockers, and dependencies

Maintain program documentation, workflows, and operational processes

Stakeholder Management

Partner with client teams including Marketing, Product, Operations, Customer Service, and Analytics

Facilitate project meetings, working sessions, and status updates

Serve as a day-to-day point of contact for project stakeholders

Ensure alignment across teams and drive accountability for action items and deliverables

Escalate risks and issues as appropriate to CX leadership

Customer Insights & Reporting

Support customer research, survey programs, journey mapping, and feedback initiatives

Analyze customer experience data and help identify actionable insights

Assist in developing dashboards, scorecards, reports, and presentations

Monitor key CX metrics including NPS, CSAT, CES, and journey performance indicators

Help translate customer insights into recommendations that improve business outcomes

Project & Process Management

Establish project governance, tracking mechanisms, and reporting cadences

Manage meeting agendas, action logs, project documentation, and status reporting

Coordinate implementation activities across multiple initiatives simultaneously

Ensure deliverables are completed on time, within scope, and meet quality standards

Drive continuous improvement of CX program processes and operational efficiencies

Requirements

Required

4-7 years of experience in Customer Experience, Project Management, Customer Insights, Business Operations, Consulting, or related fields

Demonstrated experience managing cross-functional projects and stakeholders

Strong organizational skills with the ability to manage multiple priorities simultaneously

Experience working with customer feedback, survey data, or operational performance metrics

Excellent written and verbal communication skills

Strong analytical and problem-solving abilities

Proficiency in Microsoft Excel, PowerPoint, and project management tools

Experience developing executive-ready reports and presentations

Preferred

Experience in consulting, agency, or client-facing environments

Experience supporting CX, Voice of Customer (VoC), Customer Insights, or Customer Success programs

Familiarity with journey mapping, customer research methodologies, and CX metrics

Experience with BI tools such as Power BI, Tableau, or Looker

PMP, Agile, Scrum, or related project management certification

Originally posted on Himalayas