Senior Customer Experience Manager

About the role

Hyland is looking for a Senior Customer Experience Manager to lead Voice of Customer (VoC) programs, manage feedback initiatives across the customer lifecycle, and turn insights into actionable improvements. This hands‑on, detail‑oriented role works remotely and partners with product, success, sales and support teams.

Key responsibilities

• Plan, configure, launch and monitor NPS, CSAT, Ease of Doing Business and targeted surveys using Qualtrics or similar platforms.
• Prepare recurring VoC reports, conduct descriptive analysis, and collaborate with CX Data Analyst to develop dashboards.
• Coordinate closed‑loop feedback, route insights to accountable teams, track follow‑up actions and maintain action trackers.
• Support product‑feedback processes by summarising customer comments, themes and evidence for product stakeholders.
• Organise qualitative feedback from interviews, advisory boards and churn programs, applying categorisation standards.
• Develop guides, templates and communications to help customer‑facing teams understand survey programs and improve workflows.

Required profile

• 3+ years of program management, operations or customer‑experience experience, with at least 2 years in B2B SaaS feedback or survey programs.
• Hands‑on experience with Qualtrics or comparable experience‑management platforms.
• Familiarity with NPS, CSAT, CES/Ease of Doing Business metrics and ability to analyse and communicate findings.
• Strong organizational, written communication and stakeholder‑management skills.

Required skills

• Qualtrics (or similar survey platform)
• Power BI
• Excel
• Gainsight
• Salesforce