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Dun & Bradstreet

Posted 3 days ago

Open

Customer Experience Program Manager (R-19945)

Florham Park - New Jersey - United StatesOn-site

AI Summary

Manages and scales enterprise Voice of the Customer programs, designing feedback surveys and integrating customer insights into business processes to support experience transformation and decision-making.

About this role

Shape the Future with Dun & Bradstreet
At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers.


The Customer Experience Program Manager is responsible for managing and scaling enterprise Voice of the Customer (VoC) programs and strategies that support customer experience transformation and business decision-making.

The role designs and optimizes customer feedback programs, applying best practices in survey methodology, governance, data quality, and reporting.

This role will work cross-functionally with Product, Sales, Operations, Technology, Go-to-Market, and other stakeholder groups, the role integrates customer insights into business processes and provides actionable information that supports performance improvement and customer-focused decisions.

Key Responsibilities:

  • Support the execution and optimization of Voice of the Customer programs aligned with corporate priorities.
  • Design and implement customer listening programs, including relational NPS, touchpoint, and journey surveys, applying best practices in methodology, survey design, and contact strategy.
  • Partner with Go-to-Market, Product, Operations, Technology, and Sales teams to integrate customer experience into operating models, enable performance tracking and stakeholder visibility, and establish effective customer feedback loops.
  • Maintain survey governance, metadata standards, taxonomy structures, and data quality across customer listening programs.
  • Create and maintain dashboards and reports that support stakeholders, KPI tracking, and business priorities.
  • Analyze customer feedback and operational data to identify trends, opportunities, and risks, and support the customer experience governance model through clear, actionable recommendations for partner teams.

    • Essential Skills Needed:

  • Bachelor’s degree in Business Administration, Marketing, or related disciplines.
  • 5 – 8 years of relevant experience in customer experience, Voice of the Customer, customer insights, survey program management, analytics, or a related field.
  • Qualtrics administrator and power-user experience across Engage, Workflows, XM Directory, integrations, and automations.
  • Preferred: Qualtrics Level 1 certifications in Platform Essentials and XM Fundamentals or Qualtrics Level 2 CX Expert certification is an advantage.
  • Experience with Salesforce, Gainsight, or comparable customer relationship and customer success platforms.
  • Experience working with customer, CRM, support, financial, or operational datasets.
  • Experience with Google Cloud Platform, Power BI, or related data and reporting platforms.
  • Familiarity with AI tools, text analytics, and natural language processing.
  • Ability to troubleshoot workflow, automation, integration, and data-quality issues.
  • Proficiency in Microsoft Office Suite skills
  • Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
  • Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
  • Where applicable, fluency in English and languages relevant to the working market.
  • Willingness to travel internationally as required.

    • Skills

    AutomationsData QualityGainsightGCPIntegrationsMicrosoft OfficeNatural Language ProcessingNPSPower BIQualtricsSalesforceSurvey MethodologyText AnalyticsWorkflowsXM Directory

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