Ecommerce CX Excellence Manager

The Job Description
1. Customer Journey & Experience Governance

• Define and maintain the customer journey framework across digital sales and support (exploration, decision, onboarding, service, renewal).
• Identify pain points, emotional drop-offs, and service-level gaps in journey delivery.
• Collaborate with UX Research (who owns user journey/interface design) 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 escalate key VoC findings to responsible departments (UX, product, ops).
• Facilitate closing the loop processes: define root causes, assign owners, 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, 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.