Ecommerce CX Excellence Manager

Customer Journey & Experience Governance

Define and maintain the customer journey framework across digital sales and support exploration, decision, onboarding, and renewal. Identify pain points, emotional drop-offs, and service-level gaps in journey delivery. Collaborate with UX Research to ensure insights from both levels are aligned. Facilitate cross-functional workshops with Sales, Service, and Operations to improve consistency, hand-offs, and customer-facing processes. Govern the execution of CX standards across eCommerce Sales & Customer Service teams.

Align journey phases with SLA expectations and business outcomes.

Lead implementation of NPS, CSAT, CES, and transactional surveys across relevant journey stages. Monitor and report on customer sentiment trends, pain point themes, and areas of delight or concern. Prioritize and elevate key VoC findings to responsible departments (UX, product, ops). Facilitate closing the loop processes: define root causes, assign owners, and track resolutions. Run CX insight sessions and debriefs with senior stakeholders on recurring feedback themes.

Define success criteria and KPIs for each journey stage (e.g., conversion drop-off, satisfaction, complaint rate). Collaborate with digital performance analytics and UX to consume behavior and sentiment data. Maintain CX dashboards and provide ongoing reporting to leadership. Support prioritization of backlog items based on customer experience impact. Highlight performance risks and gaps through data-backed reporting.

Define and embed CX SOPs and performance expectations for service and sales delivery teams. Monitor how Sales and Support teams execute the journey: response quality, tone, timing, and content alignment. Conduct regular experience alignment reviews with team leads and operations. Create CX training briefs or experience guidelines to guide agents on tone, behavior, and messaging. Monitor post-interaction CSAT and support-related experience scores.

Partner with Marketing and Engagement teams to ensure communications (SMS, email, chatbot, in-app) are aligned with journey context and CX tone. Review timing, tone, and sequence of customer messaging across channels to avoid fatigue or confusion. Oversee self-service and chatbot experiences from a CX lens, not UI content design. Recommend journey-specific messaging improvements based on customer feedback or drop-off. Coordinate personalization strategies based on customer stage, behavior, or segment.

Establish a formal CX improvement backlog with initiatives owned by business, UX ops, and product teams. Facilitate cross-functional forums to align on priorities and report progress. Champion the customer perspective across digital growth initiatives and product development. Support strategic planning cycles with CX data, insight trends, and recommended priorities. Ensure alignment with compliance, brand, and regulatory CX expectations.

5+ years of experience in CX journey management or digital experience leadership. Journey mapping and pain-point analysis (end-to-end). Strong customer empathy and design-thinking mindset. Proven ability to define and track CX KPIs (NPS, CSAT, drop-offs). Ability to translate data into actionable insights. Experience leading VoC programs and closing feedback loops. Strong cross‑functional leadership and collaboration. Excellent communication and stakeholder management skills.

Proactive, self‑driven, and accountable role ownership.