CX Manager

RESPONSIBILITIES:
Kforce has a client that is seeking a Manager, Customer Experience in Houston, TX.

Overview:
This role is responsible for leading and shaping the overall customer experience across digital and operational touchpoints. The position owns the full customer journey, ensuring interactions are seamless, intuitive, and aligned with evolving customer expectations. It focuses on improving engagement, satisfaction, and long-term adoption of digital platforms by identifying friction points and implementing practical solutions.

Key responsibilities include building and executing a scalable customer experience strategy, maintaining journey maps, and ensuring consistency across all channels. The role drives customer research efforts, creating personas and translating insights into recommendations that influence product direction and experience design. It also defines and tracks key performance indicators such as NPS, CSAT, and CES to measure success and guide improvements.

This position oversees user experience and interface direction, including wireframes, prototypes, and accessibility standards, ensuring all digital interactions are user-friendly and inclusive. Regular usability testing is conducted to refine experiences and support continuous optimization.

Collaboration is critical, as the role works closely with product, development, and digital teams to ensure alignment between customer needs and product delivery. It also leads and develops CX and UI/UX professionals, promoting strong execution, consistency, and a customer-first mindset.

The overall objective is to enhance engagement, improve retention, support growth opportunities, and ensure experiences are consistent, data-driven, and aligned with user expectations.

REQUIREMENTS:
* Customer Experience Leadership: Ability to define and execute customer experience strategies that improve satisfaction, engagement, and product adoption while aligning with broader business goals
* Customer Journey Mapping: Strong experience designing and optimizing end-to-end customer journeys, identifying gaps, and implementing improvements that reduce friction and enhance usability
* Customer Research and Insights: Skilled in conducting research, building personas, and interpreting customer behavior to generate actionable recommendations for cross-functional teams
* UX/UI Knowledge: Understanding of user experience and interface design principles, including wireframing, prototyping, and accessibility, with the ability to guide design direction and consistency
* Data-Driven Decision Making: Experience establishing and tracking CX metrics such as NPS, CSAT, and CES, using insights to continuously improve performance and user engagement
* Cross-Functional Collaboration: Proven ability to partner with product, development, and digital teams to align on priorities and deliver cohesive customer experiences
* Team Leadership and Development: Capability to lead, mentor, and support CX and design teams while driving accountability and high-quality outcomes
* Digital Platform Awareness: Knowledge of how digital tools and systems support the customer journey, with a focus on optimizing performance and driving adoption
* Design Standards and Systems: Ability to maintain consistent design systems and ensure adherence to usability, accessibility, and visual standards across all touchpoints

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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