Our partner is looking for a Customer Experience Manager based in Spain.

The Customer Experience Manager will lead customer-centered research, experience analysis, and improvement initiatives that strengthen client outcomes and business performance. Working within an established enterprise Customer Experience (CX) strategy, you will guide projects from discovery and insight generation through recommendations, implementation support, and measurement. By combining qualitative research, quantitative analysis, journey mapping, and structured facilitation, you will help transform complex challenges into measurable improvements. The position is remote within the United States or EMEA, with periodic travel to Wilmington, Delaware, and other offices for key meetings and workshops.

Adapt the level of rigor to each project's complexity, risk, scale, and customer impact, and recommend practical improvements to CX tools and processes based on experience.

Define research objectives and select appropriate qualitative, survey-based, operational, and existing-data inputs. Conduct customer and employee interviews, stakeholder interviews, focus groups, observations, and other research activities as needed.

Develop unbiased research guides and materials, synthesize findings into meaningful themes, identify customer pain points and unmet needs, and connect feedback with operational data and business context to uncover root causes.

Develop customer experience improvements:

Lead current-state and future-state journey mapping, service blueprinting, and process mapping to clarify customer needs, internal dependencies, handoffs, and ownership.

Help teams identify the process, technology, policy, data, governance, communication, and role changes needed to address experience gaps.

Design and lead workshops with senior leaders, product teams, technical specialists, operational teams, and frontline employees. Build credibility across teams and organizational levels,



communicate CX concepts in language relevant to different audiences, and balance customer expectations with operational and commercial realities.

Support implementation and continuous improvement:

Support customer listening and closed-loop feedback mechanisms that turn recurring issues into prioritized improvements.

At least five years of professional experience in Customer Experience.

A bachelor's degree or an equivalent combination of relevant professional experience, training, and demonstrated capability.

Proven experience independently leading customer research, journey mapping, experience design, and insight-driven improvement initiatives.

Strong qualitative research skills, including research planning, interviewing, synthesis, theme development, and translating findings into actionable recommendations.

Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer (VoC), survey design, and CX measurement.

Data fluency, including the ability to interpret survey findings, operational metrics, and dashboards; work confidently in Excel; and recognize the limitations of available data.

Strong facilitation skills and the ability to guide senior and cross-functional groups through ambiguity, disagreement, prioritization, and decision-making.

Excellent written, visual, and verbal communication skills, including executive-level reporting and presentation development.

Ability to connect customer experience challenges to underlying processes, technology, policies, data, governance, role clarity, and ownership.





Availability to work onsite periodically at the Wilmington, Delaware office and other company offices for key meetings, workshops, planning sessions, and business needs.

Experience with collaborative workshop and journey-mapping tools such as Miro, Mural, or similar platforms.

Familiarity with survey, feedback, and research platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting, or equivalent tools.

Experience with analytics and visualization platforms such as Power BI, Tableau, or comparable solutions.

Familiarity with enterprise workflow tools such as ServiceNow or SharePoint.

Experience using AI-enabled tools responsibly to accelerate research synthesis, analysis, ideation, and communication, with appropriate human judgment and validation.

CX certification or training in Customer Experience, Service Design, Design Thinking, qualitative research, or related methodologies.

Evaluate success based on measurable improvements in customer experience and business performance rather than the number of workshops or deliverables completed.

Challenge assumptions with evidence and give and receive honest feedback, including with senior leaders.

Turn customer insights into actionable priorities and business value that leaders can understand and support.

Remote work arrangement available within the United States or EMEA.

Opportunities to collaborate with cross-functional teams and influence enterprise-wide customer experience initiatives.

A collaborative culture centered on trust, unity, growth, and care.

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📌 Senior Customer Experience Manager (Fully Remote) (Granada)
🏢 Jobgether
📍 Granada