Senior Customer Experience Delivery Manager

Labcorp

Remote Senior Customer Experience Delivery Manager overseeing CX journey initiatives across various business functions. Collaborating with business units to implement customer journey improvements and managing projects.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

Implementation of CX Journey Designs: Take completed customer journey design outputs (such as journey maps, design concepts, and touchpoint strategies) and lead the execution of those designs across various business functions.
Work closely with business units to ensure that the customer journey improvements are implemented in a timely and effective manner.
Ensure clear alignment of the CX strategy with business objectives to drive both customer satisfaction and business outcomes.
Act as the central point of contact for CX-related initiatives, working to secure resources, assign responsibilities, and drive execution across the business.
Build and maintain strong relationships with business leaders to advocate for CX priorities and secure buy-in.
Coordinate across multiple teams to ensure that each department is accountable for its role in the execution of CX initiatives, with clear expectations and deadlines.
Lead project management activities for CX journey initiatives, including scoping, planning, resourcing, and risk management.
Create detailed project plans, timelines, and resource allocations, ensuring the successful transition and execution of CX initiatives from design to delivery.
Develop clear KPIs and success metrics to evaluate the effectiveness of implemented CX improvements (e.g., NPS, CSAT, customer retention, revenue impact, operational efficiencies, etc.).
Continuously track and measure the impact of journey improvements and report on progress and results to senior leadership and other stakeholders.

Requirements

What you’ll need

Bachelor degree in business administration, marketing, communications
3 or more years experience with CX methodologies and agile project management
5 or more years’ experience in customer experience, Customer Experience strategy and/or project management
3 or more years of project management experience (planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives)
3 or more years’ experience with data analysis and reporting
Certified Customer Experience Professional (CCXP) (preferred)

Benefits

Comp & perks

Medical
Dental
Vision
Life
STD/LTD
401(k)
Paid Time Off (PTO)
Flexible Time Off (FTO)
Tuition Reimbursement
Employee Stock Purchase Plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CX methodologiesagile project managementdata analysisproject managementcustomer journey designKPI developmentresource allocationrisk managementcustomer retentionoperational efficiencies

Soft Skills

relationship buildingadvocacycommunicationcoordinationleadershipaccountabilitytimelinessexecutionstrategic alignmentstakeholder engagement

Certifications

Certified Customer Experience Professional (CCXP)