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CSC
CSC
5,001 – 10,000 Employees
H1B Visa SponsorComplianceCybersecurity
CSC provides global business administration and compliance solutions for organizations operating across public and private markets. Its services support alternative asset managers and capital markets participants through fund administration, corporate trust, escrow, compliance and governance, domain name management, digital brand protection, and cybersecurity. With operations spanning more than 140 jurisdictions and a history of over 120 years, CSC helps clients manage complex business, regulatory, and digital requirements.
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Customer Experience Manager

Lead customer research, journey design, and measurable experience improvements at CSC, a global business, legal, and financial services company.

USUnited States
$98,934 – $108,288 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer Support
ServiceNowTableau

Description

  • Direct customer research, experience analysis, journey and process design, cross-functional facilitation, prioritization, and measurement.
  • Use CSC’s customer experience methods, tools, templates, and standards across initiatives.
  • Set research goals and choose qualitative, survey, operational, and existing data sources.
  • Conduct interviews, focus groups, observations, and other qualitative research with customers, employees, and stakeholders.
  • Prepare research materials and turn findings into themes, pain points, unmet needs, and practical insights.
  • Create or improve surveys and customer feedback methods.
  • Assess customer feedback, survey results, operational data, process details, and business context.
  • Lead current- and future-state journey mapping, service blueprinting, and process mapping.
  • Run design thinking, idea generation, and prioritization sessions.
  • Identify process, technology, policy, data, role, governance, and communication factors behind experience gaps.
  • Rank improvement opportunities and turn recommendations into roadmaps and next steps.
  • Lead workshops with senior leaders and product, operations, technical, and frontline teams.
  • Prepare presentations, reports, and recommendations for executives.
  • Set measures for experience, operations, and business outcomes.
  • Set baselines, track progress, and quantify realized customer experience value.
  • Contribute to business cases that show financial impact.
  • Stay involved through implementation to help protect intended customer outcomes.
  • Set up listening and closed-loop processes to support ongoing improvement.

Requirements

  • At least five years of professional customer experience work.
  • Bachelor’s degree or an equivalent combination of relevant professional experience, training, and demonstrated capability.
  • Experience independently leading customer research, journey mapping, experience design, and insight-led improvement initiatives.
  • Qualitative research skills, including study design, interviewing, synthesis, theme development, and turning findings into actionable recommendations.
  • Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer, survey design, and customer experience measurement.
  • Ability to interpret survey results, operational metrics, and dashboards; work confidently in Excel; and combine qualitative and quantitative evidence.
  • Ability to facilitate sessions with senior and cross-functional groups.
  • Ability to influence cross-functional stakeholders and build alignment without direct authority.
  • Strong executive report writing and presentation development skills.
  • Ability to link customer experience issues to process, technology, policy, data, role clarity, governance, and ownership factors.
  • Ability to connect experience improvements with operational and financial outcomes.
  • Comfort learning technical concepts and working with product, engineering, technology, security, and operations teams.
  • Availability to work onsite periodically at the Wilmington, Delaware office and other CSC offices.
  • Experience managing several complex initiatives and stakeholders.
  • Preferred: Experience with Miro, Mural, or similar tools.
  • Preferred: Experience with Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting, or similar platforms.
  • Preferred: Experience with Power BI, Tableau, or comparable platforms.
  • Preferred: Experience with ServiceNow or SharePoint.
  • Preferred: Responsible use of AI-enabled tools.
  • Preferred: Knowledge of change management and adoption principles.
  • Preferred: Customer experience certification or training.

Benefits

  • Annual success-sharing bonuses or commission plans tied to individual performance.
  • Annual leave.
  • Tuition reimbursement.
  • Referral bonuses.
  • Competitive, comprehensive benefits package.
  • Support for colleagues with disabilities, including necessary workplace resources.
  • Hybrid or remote schedules as business needs allow.

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