Prematch is hiring a Remote Customer Experience Innovation Manager to translate consumer and customer insights into actionable strategies that drive customer-centric decision-making across the organization. You will be instrumental in shaping the future of the customer experience for our retail brand by leading transformational initiatives.
What You'll Do
- Identify key customer pain points and opportunities using journey mapping, VOC insights, and data analytics
- Support the business in developing execution plans to address pain points and reduce churn
- Develop and maintain the customer experience strategy aligned with company goals and customer expectations
- Partner with cross-functional teams to define and prioritize CX initiatives
- Lead ideation sessions, workshops, and pilot programs to explore new customer-centric solutions, technologies, and experiences
- Monitor CX trends, competitive benchmarks, and evolving consumer behaviors to inform innovation strategies
- Test, measure, and refine new concepts to scale across channels
- Leverage customer data, feedback, and analytics to inform decision-making and experience design
- Partner with insights, analytics, and research teams to evaluate impact and uncover unmet needs
- Manage cross-functional initiatives from concept through execution, ensuring timely delivery and measurable outcomes
- Create business cases, develop project plans, and track KPIs to demonstrate ROI and impact on customer satisfaction and loyalty
What We're Looking For
- Bachelor’s degree in Business, Marketing, Design Thinking, Innovation, or a related field
- 5+ years of experience in customer experience, strategy, innovation, or service design
- Proven experience leading customer experience improvement initiatives or innovation programs
- Strong analytical skills and comfort with data tools and dashboards
- Experience with journey mapping, human-centered design, or design thinking methodologies
Nice to Have
- Experience preferably in retail, consumer, or digital-first environments
Technical Stack
- Qualtrics
- Medallia
- Power BI
- Tableau
Team & Environment
You will partner with cross-functional teams including marketing, digital, stores, product, and operations.
Benefits & Compensation
- Compensation range: $105,500 - $123,500
- Premium Healthcare Coverage – Comprehensive medical, dental, and vision plans
- 401(k) with Company Match
- Generous Time Off – Robust PTO package, plus company holidays
- Diversity, Equity & Inclusion Programs
- Career Growth & Development – Opportunities for leadership development, mentorship, and continuous learning
- Exclusive Perks – Additional benefits, wellness programs, employee discounts, and more
Work Mode
This role offers a hybrid work mode and is open to candidates in Remote locations, the Northeast, OH, and DFW, TX.
Prematch is a people-first company dedicated to empowering team members, collaborating with customers, fostering communities, and inspiring diversity, inclusion, and equity.
