At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU. Position Overview Are you a Customer Experience leader skilled in VoC research and translating insights into programs that improve customer experience and lead to expanded relationships with customers? If yes, Iron Mountain is looking for you to be an important part of the company fulfilling its growth strategy, which rests on winning new types of customers and expanding our relationships with existing ones. This position is a key member of the Global CX Center of Excellence, creating CX strategies and managing CX programs that deliver positive impact for our customers. The CX Manager serves as a consultant and advisor to an assigned group of Iron Mountain business units, partnering with their leadership to execute CX programs that fuel growth by increasing retention, solution adoption, and advocacy. This role listens carefully to understand business goals and recommends VoC research and journey management programs that provide actionable insights and facilitate impactful operational changes. The CX Manager leads the execution of these programs - managing research initiatives, synthesizing insights into business recommendations, and facilitating improvement workstreams. This person will have strong interpersonal and project management skills and be able to build functional leaders. Key Accountabilities Build and maintain strong relationships with stakeholders in assigned business units. Develop a deep understanding of their business, strategic objectives, operational mechanics, and customer dynamics. Partner with business unit leadership to set, measure, and achieve strategic multi-year CX goals for NPS, CSAT, and/or CES as key growth enablers. Measure and report progress against annual improvement goals. Determine if efforts are driving desired outcomes and recommend course corrections when necessary. Execute qualitative and quantitative VoC research that identifies and illustrates customer expectations, sentiment, challenges, preferences, and delighter opportunities across the customer journey. Apply analytics to VoC survey and operational data to generate insights into journey dynamics, customer behavior, and drivers of CX improvement. Evaluate if particular segments of the customer population are disproportionately impacted or have unique CX requirements. Engage with operational leaders to facilitate customer improvements using root cause analysis and design thinking methods. Develop customer journey maps for critical moments in the customer experience, highlighting where and how changes can improve satisfaction and business outcomes. Support the annual CX planning process to ensure that accurate and appropriate goals/timelines are established. Contribute to maturing the team’s operational standards, processes, and policies to scale and optimize the CX COE. Qualifications BA/BS in business, marketing or related fields 3 years experience in CX, research, strategy, or other transformational role Subject matter expertise in Customer Experience, preferably with professional CX certification Understanding of best practice research techniques and data analytics methods Ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations Solid project management and prioritization skills to meet deadlines, taking responsibility for deliverables and ensuring other project stakeholders understand what is needed from them Ability to synthesize data analysis and research findings into strategic insights and practical recommendations Strong communication and presentation skills, projecting professionalism and credibility to connect with and influence mid and senior management Proficiency with Qualtrics or other enterprise CX management platform Expert proficiency with Excel Extra points for experience with Google Data Studio and Salesforce Category: Marketing Iron Mountain Incorporated, founded in 1951, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.