Customer Experience Management

Seeking a senior Customer Experience Management (CEM) professional with 18+ years of experience who can lead enterprise-wide customer experience strategies and initiatives.

• Develop and implement customer experience strategies across multiple touchpoints and channels.
• Analyze customer feedback, surveys, complaints, and data to identify pain points and improve the customer journey.
• Collaborate with Marketing, Sales, Product, and Customer Service teams to align CX initiatives with business objectives.
• Establish customer service standards, processes, and guidelines to ensure consistent service delivery.
• Drive a customer-centric culture through training, coaching, and best practices.
• Define and monitor CX KPIs
  , including customer satisfaction, retention, and loyalty.
• Present customer insights, trends, and performance metrics to senior leadership and stakeholders
  .
• Lead teams and influence cross-functional stakeholders to implement customer-focused improvements.

18+ years experience, Customer Experience Management, Global Distribution Systems (GDS), Customer Journey Management, Customer Service Strategy, Customer Analytics, Customer Feedback Analysis, CX KPIs, Customer Retention & Loyalty, Cross-functional Leadership, Stakeholder Management, Problem Solving, Data-driven Decision Making, Leadership, Communication, Customer-centric mindset.

• Bachelor's degree in Computer Science, Engineering, Information Systems
  , or equivalent combination of education and experience.
• Strong experience in customer experience management and technology environments preferred.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.