Manager, CX & Experimentation Advisory

The Manager, Customer Experience & Experimentation plays a critical role in driving continuous improvement across the customer lifecycle by analyzing, optimizing, and testing digital experiences. This role partners closely with internal and client stakeholders to deeply understand customer behaviors, pain points, and motivations through comprehensive customer experience analysis. By translating these insights into data-driven optimization strategies and experiments, the manager helps shape more seamless, engaging, and personalized journeys that drive meaningful business results.

The ideal candidate combines a strong analytical mindset with hands-on experimentation expertise and a customer-centric perspective. This role balances quantitative analysis of large-scale behavioral data with qualitative research methods to uncover opportunities that reduce friction, improve satisfaction, and increase conversions.

What You Will Do:

• Conduct end-to-end analysis of customer journeys across all touchpoints to identify pain points and moments of friction. Use these insights to recommend and experience enhancements and develop personalization strategies
• Design and execute robust A/B and multivariate experiments to validate hypotheses derived from CX insights. Collaborate with internal and/or external UX, product, and marketing teams to optimize touchpoints
• Define clear success metrics for customer experience initiatives and experiments. Perform statistical analysis to interpret results and articulate business impact, balancing short-term wins with long-term CX improvements.
• Prepare clear, compelling presentations that translate complex CX data and test outcomes into actionable recommendations for both internal and client executives

What You Will Have:

• 5+ years of experience in marketing, customer experience (CX), and/or consulting related work.
• Strong understanding of customer journey mapping, funnel analysis, and behavioral data to identify experience improvement opportunities.
• Proven ability to identify friction points and formulate data-driven hypotheses for CX improvement.
• Experienced in developing and managing learning agendas, prioritizing high-impact experiments, and interpreting results in terms of business outcomes.
• Hands-on experience designing and running experiments (A/B, multivariate) and interpreting statistical results.
• Strong understanding of advertising measurement and analytics, with the ability to provide meaningful insight to the client as well as internal teams
• Exceptional storytelling skills, able to distill complex findings into compelling narratives that influence decision-making.
• Capable of building client-ready decks that clearly articulate the CX and experimentation strategy, recommendations, and value proposition.
• Strong communication and presentation skills to convey recommendations efficiently
• Demonstrated ability to work independently and take ownership of projects from inception to delivery.
• Strong project management skills with the ability to manage multiple workstreams simultaneously, ensuring timely delivery and stakeholder alignment across competing priorities
• Strong business acumen, with ability to understand value generation and business modelling

What Will Set You Apart:

• Experience working with cross-channel optimization including web, mobile app, CRM/email, and paid media.
• Exposure to personalization frameworks and segmentation strategies.
• Familiarity with Python or R for advanced experimentation analysis or predictive modeling.
• Experience working in agile environments, collaborating with diverse teams.
• Prior consulting or agency experience, especially in client-facing roles.

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Primary Location City/State:

New York, New York

Additional Locations (If Applicable):

Acxiom is an equal opportunity employer, including disability and protected veteran status (EOE/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status.

Attention California Applicants:  Please see our CCPA/CPRA Privacy Act notice here.

Attention Colorado, California, Connecticut, Maryland, Nevada, New Jersey, New York City, Ohio, Rhode Island, and Washington Applicants: This position is not located in the aforementioned locations but applications for remote work may be considered. For information about this role under state or local equal pay or pay transparency laws, please contact recruit@acxiom.com.