Manager, Customer Experience

Position: #471 - Manager, Customer Experience
JOB TITLE: CX Architect (only W2, no, c2c)
LOCATION: Onsite in Newark, DE
INDUSTRY: Financial Technology

JOB SUMMARY: We are seeking a CX Experience Architect to work onsite in Newark, New Jersey. You will design and optimize end-to-end connected customer journeys, partnering across teams to deliver omnichannel experiences and drive continuous improvement. This is a contract-hire position.

RESPONSIBILITIES:
Journey Design & Experience Development

• Design and maintain end-to-end customer journey frameworks, mapping data, systems, and touchpoints across channels and platforms
• Analyze customer interactions to identify friction points, gaps, and opportunities for improvement
• Develop journey maps, service blueprints, and experience flows to visualize the holistic customer experience

Omnichannel Orchestration

• Partner with platform teams to operationalize omnichannel orchestration using tools such as Adobe Journey Optimizer, Salesforce Marketing Cloud, and similar platforms
• Define and implement rules for cross-channel triggers, contextual content delivery, and personalized engagement
• Ensure seamless data and system integration to enable real-time, adaptive customer experiences

Measurement & Continuous Improvement

• Collaborate with Data and Analytics teams to establish success metrics (e.g., NPS, CSAT, conversion rates, journey completion)
• Leverage analytics, customer feedback, and experimentation (A/B testing, usability studies) to prioritize and drive improvements
• Stay informed on industry trends, best practices, and emerging CX technologies

Collaboration & Communication

• Serve as the experience lead within cross-functional pods/squads; participate in backlog grooming, stand-ups, critiques, and reviews
• Align with Product, Engineering, and stakeholders on scope, risks, and delivery sequencing
• Present concepts, strategies, and rationale clearly to both technical and non-technical audiences
• Facilitate reviews, incorporate feedback, and ensure consistency in the customer experience
• Provide guidance and coaching on CX best practices across teams

REQUIREMENTS:

• US Citizen or Green Card holder and only W2
• 5+ years of experience in CX, Experience Architecture, or a related field working within cross-functional teams
• Proven experience designing and optimizing digital customer journeys
• Proficiency in journey mapping, service blueprinting, and omnichannel orchestration platforms (e.g., Adobe, Salesforce)
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies
• Excellent written and verbal communication skills, including strong presentation capabilities
• Experience planning and analyzing usability studies and A/B tests
• Ability to clearly articulate experience decisions using data and research
• Growth mindset with a willingness to learn new tools and approaches

Nice to Have

• Experience working in agile pod/squad environments and leading CX efforts for a domain or product area
• Background in regulated or complex industries, with exposure to Legal, Compliance, and Risk teams
• Familiarity with product analytics and customer feedback tools
• Experience with personalization engines, automation, or AI-driven CX platforms

About Theoris
Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.