Customer Experience Manager Job Description (2023)

Job Descriptions

Customer Experience ManagerJob Description


180votesfor Customer Experience Manager

Customer experience managerprovides reporting needed to verify and drive compliance with the Federal Bank Protection Act and other applicable federal, state and local regulations, laws and ordinances.

Customer Experience ManagerDuties & Responsibilities

To write an effective customer experience manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer experience manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Conduct interviews and utilize sound judgment when making hiring decisions

Partner with the quality, training and process team to achieve department business goals and drive process improvements

Directly responsible for managing an escalated call center team of approximately 10 to 15 Bankers that supports the branch, call center and executive complaints

Manage change in the call center environment –and raises the level of banker performance

Partners with quality, training and process team to achieve department business goals and execute within rigorous timeframe

Supports process owner for critical processes within the escalation function

Responsible for recommending promotions, terminations and salary adjustments for call center associates

Other duties as assigned by Manager and Director

Maintain an accurate view of the customer journey for The Times & Sunday Times, The Sun, and other brands as appropriate

Work collaboratively with the Customer Experience department and across the business, to ensure that customer journey design is the optimal customer experience - whilst balancing business and commercial needs

Customer Experience ManagerQualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications forCustomer Experience Manager

List any licenses or certifications required by the position:PMP, CCXP, CX, CAFM, LEAN, ITIL, ITSM, PMI, CAFS, AWS

Education forCustomer Experience Manager

Typically a job would require a certain level of education.

Employers hiring for the customer experience manager job most commonly would prefer for their future employee to have a relevant degree such asAssociate and Collage DegreeinBusiness, Marketing, High School Education, Education, MBA, Engineering, Business/Administration, Management, Communications, Computer Science

Skills forCustomer Experience Manager

Desired skills forcustomer experience managerinclude:

Bank services

Products and processes

Retail bank products and services

(Video) What's a "Customer Experience Manager?"

State and federal laws and regulation related to Fair Lending and other applicable regulations

Customer satisfaction drivers

Strong understanding of policy/process impact to front line employee & customer satisfaction



Retail Product Information

Desired experience forcustomer experience managerincludes:

You are extremely passionate and curious about the technology driven world

The power of analysis, data and process management gets you jazzed in solving complex problems & building outstanding operations solutions

Master’s degree or relevant banking experience

5 or more years of Contact Center management experience

3 or more years of experience in banking operations

3 or more years managing digital operations (technical support, chat, social media)

Customer Experience ManagerExamples


Customer Experience Manager Job Description

Job Description Example


  • Microsoft Word (.docx).DOCX
  • PDF Document (.pdf).PDF
  • Image File (.png).PNG

Our company is hiring for a customer experience manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.

Responsibilities for customer experience manager

  • Build and manage customer councils and panels to gain rapid and relevant insights
  • Lead the design and implementation of customer experience initiatives/projects with the objective to reach the highest Net Promoter Score of the industry in the 7 markets
  • Develop and Organize Customer intelligence within the Point of Sales
  • Builds and maintains business relationships to facilitate organizational profitability
  • Partners with the global organization and secures development and execution of national & global initiatives, networks with international colleagues to share good ideas and best practices
  • Provide CRM/Digital execution and response channel/tactic expertise across all channels
  • Own the overall American Tower experience
  • Work with the Marketing Operations team to provide the necessary data so they can work to identify correlations between customer feedback and leasing process milestones
  • Communicate brand enhancements externally to reinforce the Company’s commitment to customer service
  • Create and implement analytical reports, complete ad hoc reporting requests and serve as a subject matter expert on all customer insights

Qualifications for customer experience manager

  • Engage with customers via customer service portal to answer questions, provide tracking updates for deliveries
  • Strong (internal) stakeholder management skills, ability to create buy in and to manage change
  • Excellent understanding of the regulatory requirements and rules around complaints handling
  • Proven operational expertise gained from working in the services sector
  • Experience in recruitment, performance management and disciplinary procedures
  • Demonstrate a strong understanding of insurance KPI, SLA and customer satisfaction measures


Customer Experience Manager Job Description

Job Description Example


  • Microsoft Word (.docx).DOCX
  • PDF Document (.pdf).PDF
  • Image File (.png).PNG
(Video) 7 CUSTOMER EXPERIENCE INTERVIEW QUESTIONS & ANSWERS! (How to PASS a Customer Service Interview!)

Our growing company is looking to fill the role of customer experience manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.

Responsibilities for customer experience manager

  • Manage the department’s budget, ensuring all projects are closely monitored, and within agreed upon specifications
  • Ability to lead own and cross functional teams confidently through ambiguity and being flexible and responsive to change
  • Leading and role modelling a mindset shift to creating and delivering test and learn experiments which are data driven, measuring the customer and colleague outcome to drive decision making
  • Developing and driving change to the standards and principles we have today to evolve the proposition as a result of experiments
  • Effective working relationship with leaderships teams in retail to challenge mindset and current ways of working
  • Developing and driving changes to the CX toolkit to become a lean methodology and include colleague experience and experiment outcomes from across the business
  • Building effective working relationships which deliver business results with key stakeholders across the business including retail, HR, transformation teams
  • Plan, organize, staff, direct, and control the day-to-day operations of the department
  • Gain strategic alignment across matrixed partners on developed strategies, recommended pilot concepts, business cases & funding requirements
  • Provide the team oversight when developing & implementing simultaneous pilots geared toward driving Enterprise value & customer centricity

Qualifications for customer experience manager

  • Bachelor's Degree and/or 5 years of experience in deployment of Operations / BPO outsourcing either domestic or off-shore
  • Experience managing remote direct reports/workforce with demonstrated virtual team leadership capabilities
  • Advanced communication skills, and an aptitude for strategic thinking
  • Proven experience of influencing an organization, across multiple geographies, and influencing other organizations where their support is critical to success
  • Willing to be hands-on, get into the details to drive issues to resolution
  • Responsible for development of the CX strategy, standards and toolkit to drive improvement for customers and colleagues


Customer Experience Manager Job Description

Job Description Example


  • Microsoft Word (.docx).DOCX
  • PDF Document (.pdf).PDF
  • Image File (.png).PNG

Our company is hiring for a customer experience manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.

Responsibilities for customer experience manager

  • Manage the overall quality assurance of customer contact center, eServices and key accounts group
  • Participate and coordinate with the outsourced service provider(s) any activities relating to the fulfillment of the company’s customer service strategic initiatives (e.g., Customer Experience Improvements Initiative)
  • Coordinate a resolution of delivery issues (operational, financial, PSC Compliance and contractual) with the relevant constituencies
  • Manage relationship with large gas consumption interruptible service and other key account customers
  • Develop strategies for customer self-service technology and works with outsourcing provider(s) to design and implement necessary enhancements
  • Create and manage monthly, and ad hoc reports and data request related to the performance of the contact center for regulatory commissions and other internal and external groups as required
  • Manage department budgets, goals and performance reporting
  • Collaborate with strategically significant external agencies, such as Public Service Commissions, Fuel Assistance offices, the office of the People’s Counsel, third-party suppliers, Salvation Army and great customer advocates to ensure the Company delivers timely and appropriate customer service
  • Review, process, and remediate customer refunds based on contract invoice processing
  • Review vendor invoices, confirm charges and process payment requests

Qualifications for customer experience manager

  • All written communications should be clear and well-written, free of grammatical errors, spelling mistakes
  • Passion for doing the best by customers
  • Past experience in customer experience is ideal but not a must
  • Four-year college degree in general business or equivalent industry experience
  • Solid relevant experience in a closely related role
  • Very well organised with a structured approach


Customer Experience Manager Job Description

Job Description Example


  • Microsoft Word (.docx).DOCX
  • PDF Document (.pdf).PDF
  • Image File (.png).PNG

Our company is growing rapidly and is looking to fill the role of customer experience manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.

Responsibilities for customer experience manager

  • Consistently identify areas of opportunity to improve performance through investment in new technologies and processes
  • To analyse and provide feedback and insights from the voice of the customer channels across the business (online and offline)
  • Lead the design and implementation of CE initiatives/projects both locally and occasionally globally
  • Drive the CE agenda building CE advocates across the various functions of the business
  • Embed CE into business processes and governance ensuring CE is at the forefront of our approach across all customer touch points
  • Ensures Quality Teams for every account/client achieve weekly goals
  • Provides feedback to Quality Leadership team
  • Ensures completeness of Quality Team employee files, scorecard and performance maintenance
  • Responsible for Quality Processes Development and Innovation
  • Leading and developing a team with a wide range of roles and responsibilities

Qualifications for customer experience manager

  • Bachelor's Degree and/or 2 years of experience in deployment of Operations / BPO outsourcing
  • Partner with Director to successfully meet and exceed results in all Service Center Metrics
  • Will be a subject matter expert for all workload handled in the Service Center
  • Will review and approve content used in customer service related scenarios including training and developmental materials
  • Will make personnel recommendations to Director and BPO in support of the account
  • Will champion weekly, monthly and quarterly business reviews


Customer Experience Manager Job Description

Job Description Example


  • Microsoft Word (.docx).DOCX
  • PDF Document (.pdf).PDF
  • Image File (.png).PNG
(Video) 5 Qualities of Great Customer Service Managers

Our innovative and growing company is hiring for a customer experience manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.

Responsibilities for customer experience manager

  • Create quarterly plans that align Enterprise Area sales and marketing priorities
  • Challenge the status quo, and promote innovation with Enterprise marketing programs
  • Target ‘new buying centers’ and ‘lines of business’ away from clients traditional sweet spot in IT
  • Utilize various data sources and reporting tools to be ‘data-driven’ with strategy, planning, execution and results/outcome measurement
  • Share, coach and counsel client stakeholders on Enterprise marketing programs and marketing mix to ensure consistency between teams
  • Adapt the Marketing Channel / Communication mix (e.g., Digital social selling) to align to customer buying process
  • Drive Area, Operation, Region and Individual use of programs
  • Identify and scope gaps where marketing portfolio does not address market opportunities and sales priorities
  • Build development plans to address gaps and execute on these plans
  • Provide synthesized, quantitative results-oriented feedback across marketing to influence and refine the future marketing portfolio

Qualifications for customer experience manager

  • Demonstrated working knowledge of consumer billing, credit and payment procedures, practices and regulations
  • Experience in managing subscription service organizations through the customer lifecycle
  • Experience managing or supporting call center service operations, phone systems including ACD and DID services for inbound, outbound, email communications including providing online customer services
  • Demonstrated working knowledge of customer information systems, such as Legacy CIS, Open-C, and related interfaces
  • Advanced proficiency in Microsoft Office applications, including Word, Excel, and Access, to share, retrieve, research and present business information
  • Demonstrate the capacity to present ideas logically and concisely, both verbally and in writing, to diverse audiences at all internal and external levels

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(Video) What is Customer Experience?

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(Video) Role Description - Customer Experience Team

I am a Candidate


What does it mean to be a customer experience manager? ›

Customer Experience Managers work to improve the services offered by a business by better understanding the needs of customers. They analyse customer interactions and feedback to develop solutions to issues.

What are CX roles and responsibilities? ›

Also known as CX specialists, customer experience specialists provide potential and existing customers with exceptional services. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.

How do you become a customer experience manager? ›

The qualifications you need to become a client experience manager include a bachelor's degree in marketing, business administration, or a relevant field. You also need experience working in a product marketing, customer service, or client experience (CX) capacity for an established brand.

What are the 3 main components of customer experience? ›

The three main components for creating a customer experience strategy are discovery, engagement and delivery.

What are the 3 levels of customer experience? ›

The phrase 'customer experience' is crucial in the definition of a pain point. Elsewhere we've defined customer experience as encompassing three levels: the interaction level, the journey level, and the relationship level.

What is the difference between CRM and customer experience? ›

A CRM tracks the company's view of a customer, while a CEM tracks a customer's view of the company. A CRM focuses on the sales funnel while CEM focuses on touchpoints.

Why should we hire you as a customer experience manager? ›

"Because I have the experience and expertise in the area of customer support that is required in this position." This is a time to let the customer (the interviewer) know what your product and (YOU) can do for them and why they should listen to what you have to offer.

Is CRM the same as customer experience? ›

What is CX? Whereas the CRM system focuses on the management of information about customers, CX, or Customer Experience Management drills down deeper into customers' experience, to get an overview of their unique perspective.

What is the role of a customer experience department? ›

A customer experience (CX) team consists of professionals who analyze customer feedback and data, and share insights with the rest of the organization. Typically, these teams fulfill various roles and responsibilities such as: Customer experience programs (CX programs) Digital customer experience.

What is the job of customer experience? ›

A customer experience specialist is responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as product design or development, sales, marketing, account management and so on, in order to keep fine-tuning the ...

What is the difference between CX and customer service? ›

"Customer service (CS)" is a key component of the entire customer journey, while "customer experience (CX)" comprises all the interactions between your brand and a customer.

What makes a great customer experience leader? ›

Successful CX leaders think differently: They de- velop ways to design an innovative experience for customers. They take the time to intimately understand the customer journey – all the interactions that create an overall experience for customers.

Is customer experience a skill? ›

Customer service is both a type of job and a set of job skills. As a job, customer service professionals are responsible for addressing customer needs and ensuring they have a good experience. As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication.

What are the four A's of customer experience? ›

The 4 A's: Acceptability, Affordability, Accessibility and Awareness. According to Professor Sheth, “the 4A framework derives from a customer-value perspective based on the four distinct roles that customers play in the market: seekers, selectors, payers and users.”

What are the four main pillars of customer experience strategy? ›

CX expert Andrian Brady says that four CX pillars – team, tools, process, and feedback.

What are the 5 parts of the customer experience cycle? ›

What Are the 5 Stages of the Customer Life Cycle?
  • Reach or Awareness. During this phase, a consumer becomes familiar with a company's goods or services for the first time. ...
  • Acquisition or Consideration. ...
  • Conversion and Nurturing. ...
  • Retention. ...
  • Loyalty or Advocacy.
10 Aug 2022

What are the 3 C's of customer satisfaction? ›

The three Cs of customer satisfaction: Consistency, consistency, consistency. It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it's difficult to get right and requires top-leadership attention.

What are the 3 R's in customer service? ›

The Three Rs of customer service marketing are Relatable, Relevant, and Respectful and they are vital to the success of your ability to grow and scale your business.

What are 2 important parts to the customer experience? ›

It results in their view of your brand and impacts factors related to your bottom line including revenue. The two primary touch points that create the customer experience are people and products.

What is an example of customer experience? ›

You can create a personalized customer experience example by sending unique gifts and products to your clients. It cultivates customer loyalty and wins over customer trust. Usually, it's pretty hard to know the interests of a first-time customer.

Is customer experience CX or CX? ›

How does customers experience (CX) drive business growth? CX has a direct effect on your bottom line. It's a well-known fact that it's exponentially more costly to acquire a new customer than to keep an existing one. Therefore, providing each customer with a positive experience is vital to your business growth.

Is customer experience the same as UX? ›

User experience designers focus mainly on a user's interaction with a single product, while customer experience designers are focusing on the consumer's experience with the organization as a whole.

What is your weakness best answer? ›

Answer “what is your greatest weakness” by choosing a skill that is not essential to the job you're applying to and by stressing exactly how you're practically addressing your weakness. Some skills that you can use as weaknesses include impatience, multitasking, self-criticism, and procrastination.

What is your strength best answer? ›

When answering, mention what your top strengths are, provide examples on how you've used them in the past, and finally, describe the results you've gotten. Be super specific with your answers. Don't just say “I'm good at X” - really dive deep and give the interviewer a comprehensive answer.

Why you are interested in this position? ›

“Why are you interested in this position?” asks you to describe your existing skills, what you value in the company, and your knowledge about the company and its goals as they relate to this specific role.

What are the types of customer experience? ›

There are two types of customer experience—direct and indirect contact:
  • Direct customer experience refers to any interaction initiated by the customer. ...
  • Indirect customer experience refers to the passive encounters with your company.
18 Mar 2022

What is customer experience in simple words? ›

"Customer experience is the sum of all the interactions that a customer has with an organization over the life of the relationship with that company or with that brand" Annette Franz, founder and CEO of CX Journey. Customer experience (CX) focuses on the relationship between a business and its customers.

Does customer experience include sales? ›

Customer experience (CX) refers to how a business engages with its customers at every point of their buying journey—from marketing to sales to customer service and everywhere in between. In large part, it's the sum total of all interactions a customer has with your brand.

Who is responsible for customer experience? ›

The CEO is ultimately accountable for the customer experience a business delivers, but they have too many other responsibilities to take the lead for its strategy, so it often falls to the Chief Marketing Officer (CMO) or to a lesser extent the COO (Chief Operating Officer).

What are the 3 types of customer jobs? ›

In Jobs Theory, there are three types of jobs-to-be-done your customer is trying to get done - functional, emotional and consumption.

Is customer experience part of marketing? ›

So, yes, the marketing your company does is part of the customer experience, but it's not the only part. And, yes, the better your customer experience is in reality, the easier it will be to market your brand.

How do you deal with an irate customer? ›

How to Deal with Angry Customers
  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you'll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case's priority.
15 Dec 2021

What is customer experience CX strategy? ›

Customer experience (CX) strategy encompasses all of the plans that a company makes to ensure positive, high-quality customer experiences. Customer experience spans all of the interactions between a business and its customers. More specifically, CX is defined by how customers feel about those interactions over time.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the top 3 5 priorities in customer success? ›

Customer Success Empower and enable your CSMs. Product Create elegant product experiences. Customer Experience Identify trends across the customer journey. Revenue and Sales Drive a high performing renewals process.

What are three 3 actions you would take to improve the customer support experience? ›

How to improve customer service
  • Strengthen your customer service skills. ...
  • Look at every touchpoint. ...
  • Improve your customer interactions. ...
  • Enhance your customer service strategy. ...
  • Make sure your reps are engaged. ...
  • Give your customers a way to provide feedback.

What are the 5 qualities of customer service? ›

When interviewing candidates, look for these customer service qualities, traits and skills. Look for someone who is communicative, persuasive, is polite, patient, conscientious, and loyal.

What qualifies as excellent customer experience? ›

Good customer service means consistently meeting customers' expectations. Great customer service is quick, easy, personalized, and empathetic. Companies that deliver excellent customer service take the time needed to understand the needs of their unique customer base.

What are 3 attributes a customer experience advisor should have? ›

Every quality customer service advisor needs to have three key skills: communication, problem-solving, and empathy. Communication is key in customer service. Advisors need to be able to clearly and effectively communicate with customers, both in writing and verbally.

How do you handle rude customers? ›

Ways to deal with rude customers
  1. Be empathetic. The simplest way to handle rude customers involves using empathy. ...
  2. Listen actively. ...
  3. Chunk the issue. ...
  4. Repeat what the customer has said back to them. ...
  5. Stay calm and stoic. ...
  6. Offer solutions. ...
  7. Offer a sincere apology. ...
  8. Set a time to follow up with the customer if necessary.

What are the 3 most important thing of customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What are the four elements of the customer experience? ›

- To truly understand customer experience we have to understand the four components required to build one. There are archetypes, activities, interactions, and principles.

What makes a great customer experience? ›

In short, good customer experience can be achieved if you: Make listening to customers a top priority across the business. Use customer feedback to develop an in-depth understanding of your customers. Implement a system to help you collect feedback, analyze it, and act on it regularly.

What is difference between customer service and customer experience? ›

Customer experience is the experience customers have with your brand and the lasting impression you leave across the entire buyer's journey, from discovering your brand to post-purchase. Customer service is helping customers solve problems, showing them how to use products, and answering questions.

What are the 5 C's of customer service? ›

Compensation, Culture, Communication, Compassion, Care

Our team at VIPdesk Connect compiled the 5 C's that make up the perfect recipe for customer service success.

What are the 3 A's in customer service? ›

The three A's are for when you mess up—and that's why they're so hard for most businesses to swallow, because business people tend to like to avoid the hard part: apologizing. But here's where you get the magic formula, and it goes like this: acknowledge, apologize, act.

What are the 5 A's in customer service? ›

The 5 A's: Apologize, Acknowledge, Appreciate, Act, Audit. Apologize to the customer: If the customer is calling and they are upset, the first thing you should do is apologize.


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