Customer Experience Manager

Responsibilities

• Support the design and execution of customer experience strategies across Institutes education programs to improve engagement and satisfaction
• Apply customer journey mapping to identify opportunities to enhance the end-to-end Institutes experience
• Maintain strong communication channels with customers to understand needs, gather feedback, and align programs to business objectives
• Collaborate with cross-functional teams (e.g., commercial, marketing, training) to translate customer needs into effective educational solutions
• Monitor customer experience metrics and develop basic KPIs and benchmarks to measure program effectiveness and success
• Conduct data analysis, including forecasting and risk assessments, to identify trends and improve customer retention and loyalty
• Support continuous improvement initiatives by identifying gaps in current processes and recommending enhancements
• Ensure timely escalation and resolution of customer feedback, issues, or concerns
• Contribute to the delivery of consistent, high-quality educational experiences aligned with DePuy Synthes standards

• Bachelor’s degree required (Business, Marketing, Education, Healthcare Administration, or related field)
• Generally requires 0–2 years of relevant work experience
• Foundational understanding of customer experience, customer success, or commercial operations
• Strong communication and interpersonal skills with ability to interact across teams
• Basic analytical skills with ability to interpret data and identify trends
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office (Excel, PowerPoint, Word)