Customer Experience Manager

RELX

Customer Experience Manager at LexisNexis improving customer journeys across digital touchpoints. Leading cross-functional initiatives utilizing AI and data-driven insights for measurable business outcomes.

Posted 7/27/2026full-timeDayton • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $86,600 - $144,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer experience initiatives, utilizing AI tools to enhance customer interactions, and analyzing CX metrics to drive improvements. Proven ability to manage projects from inception to execution while collaborating with cross-functional teams.

Highest-signal resume keywords

Customer Experience ManagementAI Tool ImplementationJourney MappingCX Metrics AnalysisCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project Lifecycle ManagementService DesignUX Research MethodologiesAI FluencyCX Project Execution

Soft Skills

Excellent CommunicationStakeholder InfluenceCoaching and Development

Tools & Technologies

QualtricsMedalliaSalesforceZendeskAI-Powered CX Platforms

Industry Keywords

Customer SuccessCustomer Journey ImprovementsBehavioral Data AnalysisNPSCSATCES

About the role

Key responsibilities & impact

Lead, coach, and develop a small team of CX specialists or coordinators (where applicable).
Own the full project lifecycle of CX initiatives: scoping, planning, execution, measurement, and iteration.
Design and implement customer journey improvements across digital and physical touchpoints.
Manage multiple concurrent projects, balancing day-to-day execution with strategic priorities.
Build and maintain CX program documentation, playbooks, and standard operating procedures.
Identify, evaluate, and deploy AI tools (e.g. chatbots, sentiment analysis, predictive routing, personalization engines) to enhance the customer experience.
Partner with Product and Technology teams to integrate AI capabilities into customer-facing workflows.
Analyze customer feedback, NPS, CSAT, CES, and behavioral data to uncover experience gaps and opportunities.

Requirements

What you’ll need

Experience in customer experience, customer success, or a closely related field.
Experience with journey mapping, service design, or UX research methodologies.
Familiarity with conversational AI, large language models (LLMs), or AI-powered CX platforms.
Demonstrated experience executing CX projects from concept to completion.
Proven AI fluency with practical experience using AI tools to improve customer-facing processes or experiences.
Strong analytical skills and proficiency with CX metrics and platforms such as Qualtrics, Medallia, Salesforce, Zendesk, or similar.
Excellent communication skills with the ability to influence stakeholders at all levels of the organization.
Experience leading or coordinating cross-functional teams or projects.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options
Wellbeing initiatives
Shared parental leave
Study assistance
Sabbaticals