CX Program Manager

OGC Global

CX Program Manager leading a customer experience program at a Fortune 500 company. Responsible for client communications, team leadership, and turning insights into business impact.

Posted 5/27/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Own and lead the end-to-end CX program for a major client
Design and evolve CX frameworks, measurement systems, and operating models
Translate customer insights into clear, actionable business recommendations
Ensure alignment between CX initiatives and broader business strategy and goals
Drive continuous improvement of CX metrics (NPS, CSAT, journey KPIs, etc.)
Serve as the senior embedded CX advisor to client leadership teams
Build trusted relationships with executives across marketing, product, operations, and service
Lead workshops, presentations, and strategic sessions with stakeholders
Influence decision-making through data-driven storytelling and insights
Identify new opportunities to expand CX impact within the organization
Manage and develop a team of CX analysts / consultants / researchers
Allocate work streams, set priorities, and ensure high-quality delivery
Mentor team members and support their professional growth
Foster a high-performance, collaborative, and insight-driven culture
Oversee customer research, survey programs, and journey analytics
Ensure rigorous data quality, methodology, and storytelling standards
Partner with data and analytics teams to derive advanced insights
Translate complex datasets into executive-ready narratives and dashboards
Manage multiple CX work streams and ensure timely delivery of outputs
Coordinate across internal teams and client stakeholders
Maintain governance, reporting cadences, and program documentation
Identify risks, dependencies, and escalation paths proactively

Requirements

What you’ll need

6-10 years of experience in Customer Experience, Management Consulting, or Customer Insights roles
Proven experience leading CX programs for large, complex organizations
Strong background in consulting or embedded client-facing roles
Experience managing teams and developing talent
Deep understanding of CX methodologies, journey mapping, and customer research
Strong quantitative and analytical skills (Excel, BI tools, survey platforms; SQL/Python a plus)
Excellent executive communication and storytelling skills
Ability to operate in a fast-paced, client-facing environment with multiple stakeholders

Benefits

Comp & perks

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Hard Skills & Tools

CX frameworksmeasurement systemsNPSCSATjourney KPIscustomer researchjourney mappingquantitative skillsanalytical skillsSQL

Soft Skills

leadershipcommunicationstorytellingrelationship buildingmentoringcollaborationinfluencestrategic thinkingproblem-solvingteam management