| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Manager |
| Reports to | Head of Customer Experience |
| Direct reports | Customer Experience Specialist |
| Experience | 5 to 8 years in customer experience or service |
Customer Experience Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Customer Experience Manager
Department: Customer Support
Reports to: Head of Customer Experience
Location: [City], [office, branch or site]
About the role
A Customer Experience Manager runs the programmes that improve how customers feel about the company. They map journeys, manage CSAT and NPS surveys, analyse feedback, and drive fixes with the teams that own each touchpoint. They work at programme level under the head of experience. A good Customer Experience Manager finds the touchpoints that hurt satisfaction, gets the responsible teams to fix them, closes the loop with customers, and shows measurable improvement in the experience metrics quarter after quarter.
Key responsibilities
- Run CSAT, NPS and effort surveys and keep the feedback data clean and current.
- Map and maintain customer journeys and highlight the touchpoints that hurt satisfaction.
- Analyse feedback and behaviour data to find the causes of dissatisfaction.
- Drive fixes with the teams that own each touchpoint and track them to closure.
- Close the loop with customers so they see that their feedback led to change.
- Report experience metrics and improvement actions to the head of experience.
- Run experience improvement projects and measure their impact on the metrics.
- Maintain experience standards and service promises for the assigned journeys.
- Coordinate with support, product and operations on experience issues.
- Guide the experience specialist on analysis and project work.
Requirements
- Graduate, an MBA an advantage
- Experience in customer experience or service
- A CX or analytics certification is an advantage
- 5 to 8 years in customer experience or service
KRAs and KPIs for a Customer Experience Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Satisfaction | CSAT and NPS improved on the assigned journeys against baseline |
| Issue closure | Priority experience issues fixed with owners each quarter |
| Feedback loop | Closed-loop feedback completed for the majority of raised issues |
| Survey health | Survey response rates and data quality kept at target |
| Project impact | Improvement projects delivering measurable metric gains |
Skills and tools
Tools used day to day: Survey and CX platforms, CRM, Analytics tools, MS Excel, Journey mapping tools.
Reporting line and career path
Next roles: Head of Customer Experience, Service Delivery Manager, Customer Success Manager
Interview questions for a Customer Experience Manager
- How do you find the touchpoint that is hurting satisfaction most?
- How do you get another team to fix an experience issue they own?
- How do you close the loop with customers after feedback?
- How do you keep survey response rates and data quality high?
- Walk me through an experience project and its measurable result.
- How do you prioritise experience issues when you cannot fix them all?
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What does a Customer Experience Manager do?
A Customer Experience Manager runs the programmes that improve how customers feel about the company. They map journeys, manage CSAT and NPS surveys, analyse feedback, and drive fixes with the teams that own each touchpoint. They close the loop with customers, run improvement projects, and show measurable gains in the experience metrics over time.
What is the difference between a Customer Experience Manager and a Customer Service Manager?
A Customer Service Manager runs a service team that resolves customer contacts day to day. A Customer Experience Manager works across teams to improve the whole journey, using surveys, journey maps and data. The service manager delivers service; the experience manager improves how customers feel across every touchpoint, not just the service desk.
What skills does a Customer Experience Manager need?
A Customer Experience Manager needs journey mapping, survey and feedback management, and strong analysis of CSAT and NPS data. They must find root causes, get other teams to own fixes, and run improvement projects to measurable results. Clear communication and the ability to influence without authority matter as much as the analytics.