Mathematica is offering an exciting opportunity for a Client Experience (CX) Senior Analyst/Sr. Manager in a remote eligible position.
This role is focused on developing and implementing strategies to optimize the client journey and drive client satisfaction. As a leader in CX strategy, you will collaborate with leadership to enhance client loyalty, retention, and overall satisfaction, while leading a team of CX professionals.
Join a mission-driven organization that combines data and analytics to make impactful decisions. With a salary range of $100,000-$135,000, this position offers both flexibility and leadership opportunities. Available in Princeton, NJ; Washington, DC; and hybrid options.
Job Details:
Position: CX Senior Analyst/Sr. Mnager
Company: Mathematica
Modality: Remote Eligible
Location(s): Princeton, NJ | Washington, DC | Hybrid
Salary: $100,000 – $135,000 annually
About the Company:
Mathematica applies data, methods, and policy expertise to improve societal well-being. Working closely with public and private sector partners, we transform complex questions into actionable insights that guide policy decisions across various sectors, including health, education, employment, and international development. As an employee-owned firm, Mathematica offers competitive salaries and benefits, and provides employees with financial benefits through our ESOP holdings.
Responsibilities:
- Develop and implement strategies to optimize the client experience, increasing satisfaction, loyalty, and retention.
- Lead a team of CX professionals, guiding them in executing client experience strategies with a customer-centric focus.
- Build relationships across the organization to drive awareness and commitment to CX strategies.
- Oversee the CX roadmap, managing key initiatives with a mindset focused on continuous improvement.
- Monitor KPIs to evaluate the success of CX initiatives and identify opportunities for improvement.
- Conduct customer data analysis to identify trends and develop actionable insights for enhancing the client journey.
- Create and implement training programs to ensure client-facing teams consistently deliver positive client experiences.
- Collaborate with leadership to resolve escalated client issues, ensuring timely and effective resolutions.
- Stay informed on industry trends and best practices in client experience and integrate relevant insights into Mathematica’s CX strategies.
- Present CX metrics and initiative updates to senior management and staff at all levels.
- Actively promote diversity, equity, and inclusion across CX initiatives and organizational efforts.
Requirements:
- Experience in client experience management, customer success, or management consulting.
- Strong communication and client relationship management skills.
- Proven experience presenting to leadership and influencing key stakeholders.
- Ability to lead, motivate, and manage a team.
- Time management skills with the ability to handle multiple priorities.
- Empathy and problem-solving skills to create client-focused solutions.
- Proficiency with Microsoft Office suite, talent management systems, and collaboration tools (e.g., Mural).
Preferred Qualifications:
- Master’s degree in Psychology, Marketing, Business Administration, User Experience Design, or a related field.
- Seven or more years of experience leading CX initiatives and managing client relationships.
- Certified Customer Experience Professional (CCXP) or an equivalent certification.
Benefits:
- Competitive salary range from $100,000 to $135,000.
- Remote eligibility with flexible work options, including Princeton, NJ; Washington, DC; and hybrid work locations.
- Comprehensive benefits package, including ESOP participation.
- Opportunities to grow professionally in a mission-driven company.
Job Role Overview: CX Senior Analyst/Sr. Manager
As a Client Experience (CX) Senior Analyst/Sr. Manager, you will play a pivotal role in advancing Mathematica’s client experience strategy. Your focus will be on optimizing the entire client journey to ensure satisfaction, retention, and loyalty. You will lead a team of CX professionals to implement strategies that align with the organization’s goals and foster a client-centric culture across all levels of the company.
In addition to managing key CX initiatives, you will also collaborate closely with leadership to ensure alignment and smooth execution of CX strategies across business units. Your insights into customer feedback, data analysis, and CX industry trends will be critical in driving continuous improvement. This role demands a proactive approach, an ability to lead and influence teams, and a deep commitment to delivering exceptional client experiences.
Quick Tips for Applicants: Stand Out as the Ideal CX Senior Analyst/Sr. Manager
- Emphasize CX Leadership: Demonstrating experience leading client experience initiatives and managing customer success teams will make your application shine.
- Showcase Communication and Relationship-Building Skills: This role requires excellent interpersonal skills. Highlight your ability to collaborate with leadership and influence various teams.
- Highlight Problem-Solving and Empathy: Focus on how you’ve used customer feedback to develop solutions that enhance the client experience.
- Proficiency in CX Tools: Demonstrate your familiarity with collaborative tools and CX systems that help monitor client satisfaction and engagement.
- Commitment to Diversity and Inclusion: Mathematica values diversity, equity, and inclusion. Show your understanding of how these principles can enhance client experience strategies.
Frequent Asked Questions about this Job Position
1. Is this a fully remote position?
This position is remote eligible, meaning you can work remotely or in a hybrid capacity from one of our office locations in Princeton, NJ, or Washington, DC.
2. What is the salary range for this position?
The anticipated annual base salary for this position ranges from $100,000 to $135,000, depending on your experience and qualifications.
3. What qualifications are required?
A Master’s degree in a related field and seven or more years of experience in client experience management are preferred. A combination of education and work experience will also be considered.
4. Will travel be required?
Yes, travel to the office may be required throughout the first 6 to 12 months, depending on your location.
5. Does this role offer opportunities for career growth?
Yes, Mathematica is committed to the professional development of its employees and offers significant opportunities for advancement within the company.
Ready to find a career with purpose?
At F5 Remote Jobs, our mission is to connect talented professionals from around the world with the best remote job opportunities offered by top companies in the United States. In an increasingly digital world, we believe the future of work lies in flexibility and the ability to work from anywhere.