CX Survey Project Manager

Help an organization professionalize its Customer Experience through smart surveys, CRM automation, and data-driven insights. For an an established B2B organization, we are looking for an experienced CX Survey Project Manager. The organization aims to further professionalize and automate its existing customer satisfaction measurements, with the goal of gaining more insight into the customer experience and enabling targeted improvement actions.

What you will do.

• Challenge and optimize the existing Customer Experience approach and survey strategy.
• Develop transactional customer satisfaction surveys across the different phases of the customer journey.
• Collaborate with Marketing to develop relevant survey content, questionnaires, and measurement methodologies.
• Define CRM triggers, automated survey flows, and suppression rules to survey customers at the right time.
• Guide the implementation in Microsoft Dynamics 365 Customer Voice.
• Optimize CX KPIs and reporting via Power BI dashboards.
• Translate customer feedback into actionable insights at team, office, and organizational levels.
• Coordinate collaboration between Marketing, CRM, IT, and reporting.

What they ask

• Demonstrable experience with Customer Experience, Voice of Customer, and transactional surveys.
• Good knowledge of NPS, CSAT, CES, and survey design.
• Experience with CRM processes, marketing automation, and automated workflows.
• Insight into CX KPIs, data analysis, and dashboards.
• Experience with Microsoft Dynamics 365 and Customer Voice is a strong asset.
• Knowledge of Power BI and Power Automate is a plus.
• Experience in a B2B service environment.
• Strong project management, analytical, and stakeholder management skills.
• Critical, pragmatic, hands-on, and strong communicator.