Customer Experience Manager

Customer Experience Manager

Remote-United States

Monday to Friday 8:00 am to 5:00 pm

The Customer Experience Manager is a hands-on CX practitioner and internal consultant who leads customer research, experience analysis, journey and process design, cross-functional facilitation, prioritization and measurement to improve customer outcomes and business performance as part of the Enterprise Technology team.

This role will work within CSC's established CX strategy, operating framework and methodology, applying the appropriate level of CX rigor to initiatives across the organization. The manager will lead CX work from discovery through recommendation and stay engaged through implementation and measurement to help ensure the intended customer outcome is realized.

The ideal candidate combines strong CX expertise with curiosity, structured thinking, excellent facilitation and communication skills, and the ability to influence without formal authority. They can take a complex or ambiguous business problem, determine what needs to be learned, gather the right evidence, connect insights across multiple sources, and translate findings into practical, prioritized actions with measurable value.

Some of the things you will be doing:

1. Apply and Evolve the CX Practice

• Apply CSC's established CX methodology, tools, templates and standards consistently across initiatives.
• Use the appropriate level of CX rigor based on the size, complexity, risk and customer impact of each initiative.
• Help teams understand how and when to use the CX process and identify practical improvements to tools and methods based on what is learned through application.
• Contribute to a sustainable customer-centered operating rhythm while working within enterprise CX strategy and governance established by CX leadership.

2. Discover and Understand the Experience

• Define research objectives and determine the right mix of qualitative, survey, operational and existing-data inputs needed to answer key business questions.
• Design and conduct customer and employee interviews, stakeholder interviews, focus groups, observations and other qualitative research as appropriate.
• Develop clear, unbiased discussion guides and research materials; synthesize qualitative findings into themes, moments that matter, pain points, unmet needs and actionable insights.
• Design or refine surveys and feedback approaches, including question development, response scales, journey-aligned measurement and closed-loop considerations.
• Analyze and connect customer feedback, survey results, operational data, process information and business context to distinguish symptoms from root causes and identify what matters most.

3. Design and Prioritize Improvements

• Lead current-state and future-state customer journey mapping, service blueprinting and process mapping to make customer needs, backstage dependencies, handoffs and ownership visible.
• Facilitate design thinking, ideation and prioritization activities that translate customer insights into practical future-state experiences and requirements.
• Identify how process, technology, policy, data, roles, governance and communication contribute to experience gaps and help cross-functional teams determine what must change.
• Prioritize opportunities based on customer impact, business value, risk, effort and feasibility; translate recommendations into clear roadmaps and next actions.

4. Facilitate and Influence Cross-Functional Teams

• Design and facilitate workshops and working sessions with senior leaders, product teams, operational teams, technical teams and frontline employees.
• Create structure in ambiguous situations, draw out diverse perspectives, manage competing viewpoints and guide groups toward decisions and shared ownership.
• Build credibility quickly and influence stakeholders across functions and levels without relying on formal authority.
• Translate CX concepts into the language of the audience, including product, operations, technology and leadership, while balancing customer needs with business and operational realities.
• Develop concise, executive-ready presentations, reports and recommendations that simplify complexity without losing the insight.

5. Measure and Demonstrate Business Value

• Define experience, operational and product/business outcome measures that show whether customer improvements are working.
• Use customer and operational evidence to establish baselines, identify improvement opportunities and monitor progress over time.
• Quantify the potential and realized value of CX improvements by connecting experience issues to productivity, rework, cost-to-serve, adoption, risk, retention, revenue, margin or other relevant business outcomes.
• Help teams identify the inputs needed to build practical business cases and demonstrate the financial impact of prioritized experience improvements.

6. Enable Implementation and Continuous Improvement

• Remain engaged through implementation to help ensure the intended customer outcome is preserved as solutions are designed and delivered, while implementation ownership remains with the accountable business or product team.
• Help establish practical listening and closed-loop mechanisms that turn recurring customer feedback, incidents and performance findings into prioritized improvement opportunities.

What technical skills, experience, and qualifications do you need?

• 5+ years of professional Customer Experience.
• Bachelor's degree or equivalent combination of relevant professional experience, training and demonstrated capability.
• Demonstrated experience independently leading customer research, journey mapping, experience design and insight-driven improvement initiatives.
• Qualitative research skills, including research design, interviewing, synthesis, theme development and translation of findings into actionable recommendations.
• Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer, survey design and customer experience measurement.
• Data fluency: ability to interpret survey results, operational metrics and dashboards; work comfortably in Excel; combine qualitative and quantitative evidence; and understand what the data does and does not prove.
• Facilitation skills, including the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization and decision-making.
• Ability to influence cross-functional stakeholders and drive alignment without direct authority.
• Written, visual and verbal communication skills, including executive-level report writing and presentation development.
• Ability to connect customer experience issues to underlying process, technology, policy, data, role clarity, governance and ownership factors.
• Ability to connect experience improvements to meaningful operational and financial outcomes.
• Comfort learning technical concepts and partnering with product, engineering, technology, security and operational teams. A technical background is not required.
• This role offers flexibility in where work is performed, with the expectation that the individual will be available to work onsite in our Wilmington, Delaware office and other CSC offices periodically for key meetings, workshops, planning sessions, and other business needs.
• Experience managing multiple complex initiatives and stakeholders while maintaining strong attention to detail and follow-through.

Preferred Qualifications:

• Experience using collaborative workshop and journey-mapping tools such as Miro, Mural or similar platforms.
• Experience with survey, feedback or research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting or similar tools.
• Experience with analytics or visualization tools such as Power BI, Tableau or comparable platforms.
• Familiarity with enterprise/product workflow tools such as ServiceNow or SharePoint.
• Comfort using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation and communication while applying strong human judgment and validation.
• Familiarity with change management and adoption principles; formal certification is not required.
• CX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research or related methods.

Critical Capabilities

• Client first. You keep the client's point of view in the room, even when it is inconvenient, and look for ways to stop clients repeating themselves.
• Continuous discovery. You go to clients and frontline teams to find the real problem before anyone agrees on a solution.
• Outcomes over outputs. You judge your work by whether the client experience and business results improved, not by how many maps or workshops you delivered.
• Influence without authority. You align product, operations and technology teams around a shared client outcome without owning their roadmaps.
• Clarity in ambiguity. You bring structure to unclear problems so that priorities, ownership and next decisions are visible to everyone.
• Courage and candor. You challenge assumptions with evidence and give and seek honest feedback, including with senior leaders.
• Business translation. You turn client insight into priorities and value that business leaders recognize and act on.
• Above all, bring drive, energy and a willingness to learn: Grow Learn Laugh. We live the CSC Employee Promise: CSC Trusted CSC United CSC Growing CSC Caring.

* At CSC, compensation decisions are dependent on a number of factors including job location and the knowledge and experience of each individual. A reasonable estimate of the current range is $98,934.20 to $108,288.