Customer Experience (CX) Center of Excellence Manager

Role Overview

The CX CoE Champion is responsible for establishing, governing, and scaling the Customer Experience Center of Excellence within the organization. This role drives standardization, digital transformation, and customer-centric culture across all accounting and back-office functions ensuring consistent, measurable, and value-driven experiences for vendors, business units, and internal stakeholders.

Key Responsibilities

• CX Strategy & Governance
• Customer Journey Mapping & Experience Design
• Capability Building & Change Enablement
• Digital Enablement & Analytics
• Stakeholder Engagement & Governance Reporting
• Performance & Transformation Outcomes

Key Skills & Competencies

• Strong understanding of finance operations (AP, AR, GL, R2R).
• Expertise in Customer Experience frameworks (Journey Mapping, Design Thinking, NPS, CSAT, CES).
• Knowledge of Lean, Six Sigma, and process excellence methodologies.
• Proficiency in CX analytics, dashboards, and digital tools (Power BI, Tableau, ERP, RPA).
• Excellent stakeholder management, communication, and influencing skills.
• Ability to lead cross-functional teams and manage transformation projects.

Qualifications

• Bachelors or Masters degree in Business, Finance, Operations, or related field.
• Preferred certifications: Lean Six Sigma (Green/Black Belt), CX Professional (CCXP or equivalent), Project Management (PMP / Agile).

Experience Required

• 1015 years of experience in operations excellence, transformation, or shared services.
• Minimum 35 years in customer experience or process improvement leadership roles.
• Proven track record in building or leading a CoE or cross-functional excellence initiative.