Senior Engagement Manager – Customer Experience Strategy, Analytics

Job not on LinkedIn

October 15

🔔 Pennsylvania – Remote

Although this job is listed in Pennsylvania, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

💝 Customer Support

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OGC Global

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B2B • Enterprise • SaaS

OGC Global is a company focused on enhancing customer experience management through rigorous and vision-led methods. They specialize in maturing Voice of the Customer (VoC) programs, using partnerships with Medallia and Qualtrics to improve customer experience platforms. Their services include market research, where they design surveys and analyze data to support businesses in understanding their markets better. The company also has expertise in business intelligence and data science, employing advanced modeling techniques to draw actionable insights for decision-making. OGC Global works with Fortune 100 companies in various sectors, including financial services and telecommunications, providing solutions that streamline processes and enable informed business strategies.

11 - 50 employees

🤝 B2B

🏢 Enterprise

☁️ SaaS

📋 Description

• Act as a trusted advisor to enterprise clients: listen closely, interpret nuanced requests, and design solutions aligned with their objectives. • Lead CX consulting engagements, ensuring insights are actionable and tied to measurable outcomes. • Build and maintain strong client relationships, fostering confidence and identifying opportunities for additional value. • Oversee the development of client-ready deliverables that synthesize findings into compelling stories and practical recommendations. • Lead and guide internal analysis teams, ensuring that results are translated into clear insights, narratives, and recommendations. • Provide strong project leadership, ensuring all details are captured, tracked, and executed with precision; act as the central point of accountability for client engagements. • Set and enforce high standards of quality and rigor with internal analyst teams, ensuring deliverables are accurate, insightful, and client-ready. • Balance being exacting and detail-oriented with fostering team growth, coaching analysts to strengthen their consulting and analytical skills. • Develop and mentor internal talent, creating pathways for team members to take on more responsibility and grow within the organization. • Support proposal development, scoping, and strategic planning for new engagements.

🎯 Requirements

• Master’s degree (or equivalent experience) in Social Science, Management, Statistics, Computer Science, Engineering, or related field. • 5+ years of experience in consulting (ideally involving Customer Experience data), CX strategy, or advisory-oriented client engagements. • Demonstrated experience in building client trust, uncovering nuanced needs, and translating them into tailored solutions. • Strong analytical skills with experience managing teams that support multiple CX/VOC initiatives. • Prior experience working with large, complex organizations. • Familiarity with CX platforms (e.g., Qualtrics, Medallia InMoment), Quantitative analytics tools and packages, and BI / visualization tools (e.g., Tableau, Power BI). • Exceptional written and verbal communication skills, with the ability to distill complex findings into compelling client narratives. • Self-starter with initiative, attention to detail, and ability to adapt to evolving priorities.

🏖️ Benefits

• Professional development opportunities • Flexible working arrangements