Customer Experience Manager

Insight Global · Windsor mill, United States

Insight Global is actively hiring a Remote CX Manager responsible for leading customer experience and user experience in support of a large government Program.

The Selected candidates MUST HAVE A CCXP Certificate to be considered for this position. Candidates can work remotely for this position but ideally live in the DMV or surrounding areas as there may be occasional onsite work in Woodlawn Maryland.

Experience

• CCXP Certification and a minimum of eight years of experience in customer experience (CX), user experience (UX), service design, product experience, or related roles within enterprise or federal environments

• Demonstrated experience leading end-to-end customer experience strategy, including journey mapping, persona development, and service design improvements

• Proven ability to collect and analyze customer feedback, behavioral data, and satisfaction metrics (e.g., surveys, NPS, usability testing, analytics tools)

• Experience identifying pain points and designing improved customer journeys across digital and/or service delivery channels

• Strong experience collaborating with product managers, business analysts, designers, and technical teams to improve customer-facing systems and services

• Experience implementing and managing CX measurement frameworks, including KPIs such as CSAT, NPS, CES, and service performance metrics

• Experience working within Agile and/or DevSecOps environments supporting iterative delivery of customer-centric improvements

• Familiarity with accessibility standards (Section 508 / WCAG 2.1) and inclusive design principles in federal digital services

• Experience managing stakeholder engagement programs, including workshops, interviews, and user research sessions

• Ability to translate customer insights into actionable business and technical requirements

• Experience mentoring junior analysts or CX/UX staff and leading cross-functional initiatives

Education

• A Bachelor’s degree in Business Administration, Human-Computer Interaction, Psychology, Marketing, Information Systems, or related field is required.

• A Master’s degree in Business Administration, Human-Computer Interaction, Psychology, Marketing, Information Systems, or related field (e.g., MBA, Human Factors, UX, Service Design) is preferred

Candidates exact pay will vary based on years of experience, depth of knowledge, education, and certifications. However we anticipate paying 135K - 165K for this position as well as provide a comprehensive benefits package.