What are the responsibilities and job description for the Customer Experience Manager position at DXC Technology?
The Customer Experience Manager is responsible for shaping and enhancing the end-to-end Insurance Customers journey to drive satisfaction, loyalty, and long-term value. This role combines strategic insight with operational leadership, translating customer feedback and data into actionable improvements across the organization.
Working closely with cross-functional teams, the Lead ensures a consistent, customer-centric experience across all touchpoints. As a people manager, they mentor and inspire a high-performing team while promoting a culture of empathy, accountability, and service excellence. The role also partners with senior leadership to deliver insights and recommendations that strengthen customer relationships and organizational performance.
Key Responsibilities
- Lead and develop a team of customer experience professionals.
- Analyze customer feedback and data to identify trends and improvement opportunities.
- Design and optimize customer journey processes across all touchpoints.
- Collaborate with cross-functional teams to align customer experience initiatives.
- Track and report on customer satisfaction metrics and KPIs.
Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or a related field.
- 5 years of customer experience or related experience.
- 2 years in a leadership role.
- Experience with CRM systems and customer feedback tools.
- Strong communication, analytical, and leadership skills with a customer-first mindset.
Work Environment
Office-based with some remote flexibility; occasional evenings may be required.
Salary : $120,000 - $130,000