RELX

Project Manager – Customer Experience, CX

RELX

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $65,100 - $130,300 per year

About the role

  • Lead end‑to‑end customer journey mapping initiatives, including discovery workshops, internal stakeholder interviews, touchpoint mapping, pain‑point identification, and moments‑of‑truth analysis
  • Facilitate cross‑functional workshops with Marketing, Sales, Implementation, Customer Support, Product, and Operations to understand the full customer lifecycle
  • Translate journey insights into prioritized CX improvement initiatives and partner with business teams to define solutions
  • Support the development and refinement of customer personas using journey insights, VOC data, and stakeholder input
  • Partner with internal teams to design and execute experience improvements (e.g., simplifying onboarding, reducing implementation complexity, improving support interactions)
  • Support and help oversee Voice of the Customer (VOC) programs, including review and routing of NPS, CSAT, and customer feedback to appropriate business owners
  • Ensure customer feedback is closed‑looped, tracked, and used to inform ongoing CX improvements
  • Manage CX project plans, timelines, dependencies, risks, and stakeholder communications
  • Develop and maintain project documentation and artifacts, including charters, project plans, executive summaries, and status updates
  • Provide clear visibility into progress, risks, and outcomes for CX initiatives
  • Act as a connector across teams to promote alignment, drive adoption of CX practices, and support change management

Requirements

  • 3–5+ years of experience in project or program management
  • Experience supporting or leading customer journey mapping, CX initiatives, service design, or customer‑focused improvement efforts
  • Strong facilitation and communication skills, with the ability to lead workshops and engage diverse stakeholders
  • Proven ability to manage multiple initiatives simultaneously in a cross‑functional environment
  • Strong documentation and organizational skills, including experience creating project plans, charters, and executive‑level summaries
  • Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Benefits
  • Comprehensive, multi-carrier program for medical, dental and vision benefits
  • 401(k) with match and an Employee Share Purchase Plan
  • Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
  • Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
  • Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
  • Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
  • Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey mappingCX improvement initiativesservice designproject managementdocumentationproject planschartersexecutive summariesstakeholder communicationsVoice of the Customer (VOC)
Soft Skills
facilitationcommunicationorganizational skillsleadershipstakeholder engagementalignment promotionchange managementrisk managementmulti-initiative managementcross-functional collaboration