CX Program Manager

🕒 May 27

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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OGC Global

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

🏢 Enterprise

☁️ SaaS

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.

📋 Description

• Own and lead the end-to-end CX program for a major client • Design and evolve CX frameworks, measurement systems, and operating models • Translate customer insights into clear, actionable business recommendations • Ensure alignment between CX initiatives and broader business strategy and goals • Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.) • Serve as the senior embedded CX advisor to client leadership teams • Build trusted relationships with executives across marketing, product, operations, and service • Lead workshops, presentations, and strategic sessions with stakeholders • Influence decision-making through data-driven storytelling and insights • Identify new opportunities to expand CX impact within the organization • Manage and develop a team of CX analysts / consultants / researchers • Allocate work streams, set priorities, and ensure high-quality delivery • Mentor team members and support their professional growth • Foster a high-performance, collaborative, and insight-driven culture • Oversee customer research, survey programs, and journey analytics • Ensure rigorous data quality, methodology, and storytelling standards • Partner with data and analytics teams to derive advanced insights • Translate complex datasets into executive-ready narratives and dashboards • Manage multiple CX work streams and ensure timely delivery of outputs • Coordinate across internal teams and client stakeholders • Maintain governance, reporting cadences, and program documentation • Identify risks, dependencies, and escalation paths proactively

🎯 Requirements

• 6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights roles • Proven experience leading CX programs for large, complex organizations • Strong background in consulting or embedded client-facing roles • Experience managing teams and developing talent • Deep understanding of CX methodologies, journey mapping, and customer research • Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus) • Excellent executive communication and storytelling skills • Ability to operate in a fast-paced, client-facing environment with multiple stakeholders

🏖️ Benefits

• None specified