Senior Customer Experience Manager

Shape the Future with Dun & Bradstreet

At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. For over 180 years, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers .

The Senior Customer Experience Manager partners with the Head of Client Experience to define and execute the global customer experience (CX) strategy, building on established frameworks and governance.

This role is accountable for leading enterprise-level CX transformation, owning Voice of Customer (VoC) strategy maturity, and driving measurable business impact through customer-centric initiatives.

Acts as a strategic advisor and change leader, embedding customer advocacy across products, operations, and client success functions. 

Essential Key Responsibilities

• Conduct organizational assessments through stakeholder engagement across the ecosystem.
• Develop and execute Customer Experience strategies aligned with corporate priorities.
• Lead Customer Experience transformation planning, including pilots, communication, training, engagement, metrics, and governance reviews.
• Own CX governance model, ensuring accountability, performance tracking, and executive visibility.
• Establish advanced VoC strategy and analytics, ensuring insights influence executive decisions and product roadmap planning.
• Provide thought leadership and coaching to senior stakeholders and business leaders to increase CX maturity.
• Oversee customer journey architecture and continuous improvement across critical journeys.
• Partner with Product, Client Success, Marketing, and Operations leadership to integrate CX into operating models.
• Additional duties as assigned.

Education and Experience

• Bachelor’s Required
• 8 to 12 years of experience

Essential Skills and/or Certifications

• Bachelor’s degree in Business Administration, Marketing, or related disciplines.
• At least 8 years of experience in supporting customer experience strategy
• Strategic agility with the ability to align CX initiatives to enterprise priorities.
• Strong group facilitation skills with the ability to guide co-creation and stakeholder alignment.
• Advanced data interpretation skills to translate insights into CX actions.
• Design Thinking / Human-Centered Design experience.
• Ability to create visual models and artifacts that translate concepts into actionable designs.
• Customer Journey Mapping expertise using data and research to identify gaps and opportunities.
• Strong strategic thinking and executive communication skills.
• Experience driving transformation in complex, global organizations.
• Strong stakeholder management and influencing skills at senior levels.
• CCXP certification preferred.
• Proficiency in Microsoft Office Suite skills
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.
• Willingness to travel internationally as required.

Benefits We Offer

·Generous paid time off in your first year, increasing with tenure.

·Up to 16 weeks 100% paid parental leave after one year of employment.

·Paid sick time to care for yourself or family members. 

·Education assistance and extensive training resources.

·Do Good Program: Paid volunteer days & donation matching.  

·Competitive 401k with company matching. 

·Health & wellness benefits, including discounted Wellhub membership rates.

·Medical, dental & vision insurance for you, spouse/partner & dependents.

All Dun & Bradstreet job postings can be found at . Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

Notice to Applicants : Please be advised that this job posting page is hosted and powered by Lever, a subsidiary of Employ Inc. Your use of this page is subject to Employ's Privacy Notice and Cookie Policy , which governs the processing of visitor data on this platform.

Equal Employment Opportunity (EEO ) : Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found  . We participate in E-Verify - The current poster can be found here .

Accommodations information for applicants with disabilities : Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to [email protected] to let us know the nature of your accommodation request and your contact information.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please visit