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CX Program Manager

1 month ago

New York, New York, United States OGC Global Full time
Customer Experience Program Manager

OGC Global is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, and Customer Experience (CX) program design and optimization. We work with leading organizations across various industries, helping them gain a deep understanding of their customers, develop actionable insights, and improve business processes.

Key Responsibilities:
  • Manage global customer experience programs with a cross-functional team.
  • Oversee project timelines and coordinate efforts across teams.
  • Manage relationships and ongoing work with implementation vendors.
  • Provide analytical support using Excel, Python, and SQL to turn research into actionable insights.
  • Design and test surveys to meet client needs.
  • Create clear reports from diverse data sources for senior executives and other stakeholders.
  • Solve technical and logistical challenges, manage vendors, and optimize CX reporting platforms.
  • Deliver concise updates to managers and clients.
Requirements:
  • Bachelor's degree in Social Science, Business, Statistics, Computer Science, or a related field from a top university.
  • 3-5 years of experience in market research, data analysis, customer experience, consulting, or a related field, with a background in Life Sciences preferred.
  • Proficiency with analytical tools such as Excel, Python, SQL, and BI tools (e.g., Tableau, Power BI).
  • Experience with a CX platform (Medallia Significant Advantage).
  • Familiarity with statistical packages like Stata, SPSS, or R, and some programming background (e.g., XML, VBA) is advantageous.
  • Demonstrated ability to quickly learn new technological and analytical tools and methodologies.
  • Exceptional attention to detail and strong verbal and written communication skills, with the ability to present research insights clearly.
  • Experience in survey design, sampling methods, and survey-based market research is a plus.
  • Ability to manage multiple projects at once.
  • Thrives working both independently and as part of a team.