Customer Experience Manager

🔥 45 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $86.6k - $144.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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LexisNexis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1970

⚖️ Legal

💼 Consulting

🏥 Healthcare

💰 Corporate Round on 2021-06

Legal • Consulting • Healthcare

LexisNexis is a provider of professional solutions tailored for law firms, corporations, government agencies, and academic institutions. It offers legal solutions, news, and business insights. LexisNexis also provides risk solutions for companies and government agencies, focusing on data analytics for compliance, customer acquisition, fraud detection, health outcomes, identity solutions, investigations, receivables management, risk decisioning, and workflow optimization. As part of the RELX Group, LexisNexis is committed to enhancing digital experience through data and analytics.

📋 Description

• Lead, coach, and develop a small team of CX specialists or coordinators (where applicable). • Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration. • Design and implement customer journey improvements across digital and physical touchpoints. • Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities. • Build and maintain CX program documentation, playbooks, and standard operating procedures. • Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience. • Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows. • Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.

🎯 Requirements

• Experience in customer experience, customer success, or a closely related field. • Experience with journey mapping, service design, or UX research methodologies. • Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms. • Demonstrated experience executing CX projects from concept to completion. • Proven AI fluency with practical experience using AI tools to improve customer-facing processes or experiences. • Strong analytical skills and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar. • Excellent communication skills with the ability to influence stakeholders at all levels of the organization. • Experience leading or coordinating cross-functional teams or projects.

🏖️ Benefits

• numerous wellbeing initiatives • shared parental leave • study assistance • sabbaticals