About the role
As our Customer Experience Program Manager, you'll work globally across 46 countries and 3 Business Units, ensuring the smooth execution of customer experience measurement programs (like rNPS and tNPS).
You will manage program processes, collaborate with diverse internal and external teams, and maintain high standards in data governance and reporting.
You'll also play a significant role in transforming customer feedback into actionable insights to help drive improvements and deliver value.
What you'll be doing Manage CX programs: Plan and oversee the preparation, validation, and launch of the global CX measurement programs, including survey creation, data management, and quality checks.Collaborate across teams: Work closely with the countries, business units, internal teams (IT, digital, marketing, sales, etc.
), and external suppliers to ensure the implementation and ongoing management of programs.Turn data into action: Maintain data quality and compliance, manage dashboards (e.g., Qualtrics), and collaborate in the creation of insights reports to support decision-making.Be a Knowledge Hub: Provide training and guidance to country teams and suppliers on program processes and best practices.Stay Organized: Ensure accurate documentation and adherence to internal standards and regulatory requirements.About you 2+ years working experience in a similar positionFamiliarity with CRM systems and integrationsBachelor's degree in a relevant field such as Market Research, Customer Experience, Business Administration, or similar disciplinesAdvanced degree (e.g., Master's) in a related discipline or Certification in Customer Experience Management (e.g., CCXP) will be an advantageManaging or supporting large-scale programs across multiple teams or regionsCollaboration and relationship management across cultures and departmentsClear, effective communication (written and verbal)Strong time-management skills, capable of juggling multiple tasks effectivelyStrong problem-solving and analytical skillsAdaptability and time management to handle evolving prioritiesGrowth mindsetProject management and prioritizationAbility to use Excel/Tableau/SPSS to analyze data and create visualsExperience with Qualtrics or similar CX platforms is highly desirable.Why choose us?
It's an exciting time to be part of our team.
We're proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone.
We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.
You'll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands.
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