Customer Experience Manager

Position: Customer Experience Manager

Date Posted: July 27, 2026

Industry: Financial Services | Insurance | Customer Experience | Marketing

Employment Type: Full Time

Experience: 5+ years of experience in Customer Experience (CX), Client Enablement, Customer Support, Marketing, or a similar role

Qualification: Bachelor’s Degree or equivalent education in Business, Marketing, Communications, or a related field (Estimated)

Salary: $123,000 – $180,900 per year

Location: United States | REMOTE

Company: Ladders

Description:

Ladders is seeking a Customer Experience Manager on behalf of a leading company in the Finance & Insurance industry. This remote opportunity is ideal for a customer-focused professional who can drive initiatives that improve customer engagement, brand performance, acquisition, and overall business growth.

The successful candidate will work closely with analytics, product, creative, and commercial teams to transform customer insights into effective strategies, scalable campaigns, and measurable improvements. This role offers the opportunity to directly influence customer satisfaction, conversion performance, and revenue growth within a regulated financial services environment.

Key Responsibilities:

• Develop customer journey maps to identify improvement opportunities and enhance overall customer experiences.

• Analyze Voice of Customer (VoC) data to identify trends, challenges, and areas for improvement.

• Create a Customer Experience roadmap by integrating feedback tools, analytics, and AI-driven solutions.

• Lead the implementation of CX systems, processes, and initiatives across the organization.

• Represent the customer perspective and promote customer-centric decision-making.

• Collaborate with external agencies to support customer experience strategies.

• Monitor and report key performance indicators related to customer satisfaction and engagement.

• Partner with internal teams to improve customer acquisition, retention, and overall experience.

Requirements:

• Bachelor’s Degree or equivalent education.

• 5+ years of experience in CX, client enablement, customer support, marketing, or a related field.

• Strong customer-focused mindset with empathy for customer needs.

• Experience with Customer Experience frameworks, including:

• Customer journey mapping

• Design thinking methodologies

• Voice of Customer (VoC) programs

• Knowledge of CX measurement metrics, including:

• Net Promoter Score (NPS)

• Customer Satisfaction Score (CSAT)

• Strong analytical skills with the ability to make data-driven decisions.

• Ability to combine strategic planning with hands-on execution.

Benefits:

• Flexible remote or office-based working environment.

• Multiple health insurance options.

• Flexible vacation time.

• Retirement savings program with company contributions.

• Equity opportunities in a publicly traded company.

• Monthly stipend for remote work expenses.

• Annual professional development budget.

• Family-forming benefits and up to 20 weeks of parental leave.