Customer Experience Manager

The Customer Experience Manager is a hands‑on CX practitioner and internal consultant who leads customer research, experience analysis, journey and process design, cross‑functional facilitation, prioritization and measurement to improve customer outcomes and business performance as part of the Enterprise Technology team.

This role will work within CSC's established CX strategy, operating framework and methodology, applying the appropriate level of CX rigor to initiatives across the organization. The manager will lead CX work from discovery through recommendation and stay engaged through implementation and measurement to help ensure the intended customer outcome is realized.

The ideal candidate combines strong CX expertise with curiosity, structured thinking, excellent facilitation and communication skills, and the ability to influence without formal authority. They can take a complex or ambiguous business problem, determine what needs to be learned, gather the right evidence, connect insights across multiple sources, and translate findings into practical, prioritized actions with measurable value.

• Apply and Evolve the CX Practice
• Apply CSC's established CX methodology, tools, templates and standards consistently across initiatives.
• Use the appropriate level of CX rigor based on the size, complexity, risk and customer impact of each initiative.
• Help teams understand how and when to use the CX process and identify practical improvements to tools and methods based on what is learned through application.
• Contribute to a sustainable customer‑centered operating rhythm while working within enterprise CX strategy and governance established by CX leadership.
• Discover and Understand the Experience
• Define research objectives and determine the right mix of qualitative, survey, operational and existing‑data inputs needed to answer key business questions.
• Design and conduct customer and employee interviews, stakeholder interviews, focus groups, observations and other qualitative research as appropriate.
• Develop clear, unbiased discussion guides and research materials; synthesize qualitative findings into themes, moments that matter, pain points, unmet needs and actionable insights.
• Design or refine surveys and feedback approaches, including question development, response scales, journey‑aligned measurement and closed‑loop considerations.
• Analyze and connect customer feedback, survey results, operational data, process information and business context to distinguish symptoms from root causes and identify what matters most.
• Design and Prioritize Improvements
• Lead current‑state and future‑state customer journey mapping, service blueprinting and process mapping to make customer needs, backstage dependencies, handoffs and ownership visible.
• Facilitate design thinking, ideation and prioritization activities that translate customer insights into practical future‑state experiences and requirements.
• Identify how process, technology, policy, data, roles, governance and communication contribute to experience gaps and help cross‑functional teams determine what must change.
• Prioritize opportunities based on customer impact, business value, risk, effort and feasibility; translate recommendations into clear roadmaps and next actions.
• Facilitate and Influence Cross‑Functional Teams
• Design and facilitate workshops and working sessions with senior leaders, product teams, operational teams, technical teams and frontline employees.
• Create structure in ambiguous situations, draw out diverse perspectives, manage competing viewpoints and guide groups toward decisions and…