Senior Customer Experience Manager

About OGC

OGC is a boutique research and consulting agency specializing in data-driven strategy, quantitative analytics, market research, and customer experience (CX) program design and optimization. Our clients span industries such as Financial Services, Specialty Retail, Telecommunications, Hospitality, and Software.

Role Overview

We are looking for a Senior Customer Experience Manager to join our CX practice. In this role you will lead and shape customer experience consulting projects across diverse industries. The role is designed for consulting-oriented professionals who thrive in client-facing environments, with a focus on uncovering nuanced client needs and tailoring solutions that create measurable impact.

The position goes beyond delivery management. It requires the ability to listen carefully to corporate clients, identify the intent behind their questions, and translate these into clear strategies, frameworks, and actionable insights. The ideal candidate will combine strong analytical skills with consultative presence, extreme attention to detail, and an uncompromising leadership style, serving as a trusted advisor who can connect data to client objectives, tell the story behind the data, and drive change within large organizations.

Key Responsibilities

• Act as a trusted advisor to enterprise clients: listen closely, interpret nuanced requests, and design solutions aligned with their objectives.
• Lead CX consulting engagements, ensuring insights are actionable and tied to measurable outcomes.
• Build and maintain strong client relationships, fostering confidence and identifying opportunities for additional value.
• Oversee the development of client-ready deliverables that synthesize findings into compelling stories and practical recommendations.
• Lead and guide internal analysis teams, ensuring that results are translated into clear insights, narratives, and recommendations.
• Provide strong project leadership, ensuring all details are captured, tracked, and executed with precision; act as the central point of accountability for client engagements.
• Set and enforce high standards of quality and rigor with internal analyst teams, ensuring deliverables are accurate, insightful, and client-ready.
• Balance being exacting and detail-oriented with fostering team growth, coaching analysts to strengthen their consulting and analytical skills.
• Develop and mentor internal talent, creating pathways for team members to take on more responsibility and grow within the organization.
• Support proposal development, scoping, and strategic planning for new engagements.

Requirements

• Master's degree (or equivalent experience) in Social Science, Management, Statistics, Computer Science, Engineering, or related field.
• 5+ years of experience in consulting (ideally involving Customer Experience data), CX strategy, or advisory-oriented client engagements.
• Demonstrated experience in building client trust, uncovering nuanced needs, and translating them into tailored solutions.
• Strong analytical skills with experience managing teams that support multiple CX/VOC initiatives.
• Prior experience working with large, complex organizations.
• Familiarity with CX platforms (e.g., Qualtrics, Medallia InMoment), Quantitative analytics tools and packages, and BI / visualization tools (e.g., Tableau, Power BI).
• Exceptional written and verbal communication skills, with the ability to distill complex findings into compelling client narratives.
• Self-starter with initiative, attention to detail, and ability to adapt to evolving priorities.
• Traditional market research experience is beneficial