Sr. Manager, Client Experience (Hybrid Eligible)

at  Mathematica Policy Research

Position Description:
Mathematica is searching for a Sr. Client Experience Manager! The Sr. Client Experience Manager works with the lead of Client Experience (CX) to implement the CX team’s strategy and growth plan, lead a team of client experience specialists, collaborate with cross-functional departments, and develop strategies to enhance the overall client experience. The Sr. CX Manager will be responsible for overseeing the end-to-end client journey and ensuring exceptional client satisfaction through robust coaching programs and data collection initiatives.

EDUCATION MINIMUM REQUIREMENT:

• Master’s degree in Psychology, Marketing, Business Administration, User Experience Design, or equivalent field preferred.
• Seven plus years’ experience leading client experience initiatives and training aimed at improving client relationships.
• A combination of equivalent education and work experience may be substituted for the above requirements.

Position Requirements:

• Experience in CX management, customer success in professional services, management consulting
• Strong communication, facilitation, and client relationship management skills
• Experience working with and presenting to all levels of leadership and staff
• Expert relationship-building and influencing skills
• Ability to work independently and in a team setting
• Empathetic listener with a commitment to developing solutions that put employee and client experience at the center
• Effective time management skills and ability to manage multiple priorities
• Ability to maintain confidentiality
• Proficient in Microsoft Office including Word, Excel, PowerPoint, talent management systems, and collaborative tools such as Mura

• Partner with the lead of Client Experience (CX) and other CX professionals to develop and implement strategies to optimize the client experience and increase satisfaction, loyalty, and retention.
• Lead and manage a team of CX professionals, providing guidance and support, and foster a customer-centric culture.
• Build strong relationships with staff at all levels to drive awareness, commitment, and execution of the CX strategies and action plans. Implement the current CX roadmap, advance CX maturity, and manage the CX program with a continuous improvement mindset
• Monitor key performance indicators (KPIs) to measure the effectiveness of client experience initiatives and drive continuous improvement.
• Collaborate with leadership and key stakeholders across all business units to ensure alignment and a seamless client journey.
• Manage and conduct regular analysis of customer data, feedback, and CX industry research to identify trends, opportunities, and areas for improvement.
• Develop and implement onboarding and training programs to ensure client-facing teams deliver a consistently positive experience working with Mathematica.
• Work with the CX lead and business unit leadership to resolve escalated client issues, ensuring timely and satisfactory resolutions.
• Stay updated on industry trends, best practices, and competitive landscape related to client experience and incorporate relevant insights into strategy development.
• Prepare and present regular reports and updates on client experience metrics, initiatives, and progress to senior management and staff at all levels.
• Actively support the advancement of organizational diversity, equity, and inclusion efforts, and apply diversity, equity, and inclusion lens across job responsibilities.
• Additional duties may be assigned as needed

Position Requirements:

• Experience in CX management, customer success in professional services, management consulting
• Strong communication, facilitation, and client relationship management skills
• Experience working with and presenting to all levels of leadership and staff
• Expert relationship-building and influencing skills
• Ability to work independently and in a team setting
• Empathetic listener with a commitment to developing solutions that put employee and client experience at the center
• Effective time management skills and ability to manage multiple priorities
• Ability to maintain confidentiality
• Proficient in Microsoft Office including Word, Excel, PowerPoint, talent management systems, and collaborative tools such as Mural