Senior Manager – CX&I (Customer Experience & Insights) must

Yoh, A Day & Zimmermann Company is seeking a Senior Manager within CX&I to shape and deliver best-in-class customer experiences across the organization. This role involves leading initiatives that translate customer insights into actionable strategies and includes light program management responsibilities.

Responsibilities:

• Partner with senior stakeholders across product, marketing, operations, and technology to define and execute CX strategies
• Lead the development and delivery of customer experience programs that enhance satisfaction, loyalty, and business outcomes
• Translate qualitative and quantitative insights into clear, actionable recommendations
• Drive alignment across teams, ensuring initiatives are delivered cohesively and with measurable impact
• Facilitate workshops, working sessions, and executive-level presentations to guide decision-making
• Support program governance, tracking progress, managing risks, and ensuring timely delivery of key initiatives (limited program management scope)
• Champion customer-centric thinking across the organization

Requirements:

• 8+ years of experience in Customer Experience (CX), Customer Insights, Strategy, Consulting, or related fields
• Proven experience managing large-scale stakeholder environments, including senior and executive-level stakeholders
• Strong ability to influence, align, and drive consensus across cross-functional teams
• Experience translating customer data and insights into business strategies and actionable initiatives
• Exposure to or experience with program or project management (light oversight, governance, and coordination)
• Excellent communication and storytelling skills, with the ability to present to leadership audiences
• Strong analytical mindset with experience leveraging customer research, VOC programs, or behavioral data
• Experience working in fast-paced, matrixed organizations