On-Demand Talent

Customer Experience (CX) Insights Manager

A Customer Experience (CX) Insights Manager will conduct customer experience research to gather insights from mapping your customers’ decisions, preferences, needs, emotions and pain points along their brand journey which will inspire actions that can increase customer satisfaction and loyalty.

About This Role:

SIVO’s Customer Experience (CX) Insights Manager will be an asset to you and your company if you want to improve your customers’ experience. This person has a strong background in customer experience (CX) insights, CX research design, journey mapping, and research execution. This person will help your team:

Assess the state of your brand experience from the customers’ point of view
Identify customer experience opportunities that drive the most value
Work with your Cross-functional team to deliver CX assets (personas, journey maps, ideas, roadmaps, organizational readiness assessments, measurement strategies)
Collaborate with your team to develop customer centric recommendations and action plans for growth
Manage CX projects to completion – including vendor and cross functional collaboration

This person will conduct customer experience research to gather insights and map out customer preferences, needs, and pain points, emotions along their brand journey which will inspire actions that can increase customer satisfaction and loyalty.

Frequently Asked Questions

Why use SIVO On Demand Talent?

When you need insights and expertise for an open role, special project, workload surges, or to cover a leave of absence, SIVO On Demand Talent is here to quickly match our fractional talent with your needs.

How long does it take to start working with this fractional talent?

We are able to match our talent with your opportunity very quickly, typically identifying the talent within 3-5 business days. For more specific talent needs, it may take a little longer.

How much does it cost to hire this fractional insights talent?

The cost is based on the level of fractional talent needed and the duration of the contract.

How do I inquire about this talent or start the hiring process?

Reach out to contact@SIVOInsights.com if you are interested in identifying talent for your resource needs.

Can this CX Manager manage the entire CX process?

This talent is highly capable of managing the entire process from assessment and opportunity identification to delivering the CX assets for your organization, like personas, journey maps, roadmaps, and measurement strategies.

Is this CX Manager experienced with cross-functional teams while leading the CX project management?

Our CX Manager is well-versed in working with cross-functional teams, both strategically and tactically, by managing the project details to completion. This person can also work with your preferred vendor partners or you can also request a proposal from SIVO for your consumer experience research needs.

What is typically included in a customer experience (CX) map?

A customer experience (CX) journey map is a visual depiction that outlines the steps a customer takes when interacting with a company or using its products or services. It helps organizations gain a deep understanding of the customer’s experience, including their decision moments, emotions, needs, pain points, and touchpoints with the brand.

Why is it important to understand the customer experience?

Understanding the customer experience is essential for building strong customer relationships, driving business growth, and maintaining a competitive edge in the market. Organizations that prioritize the customer experience are better positioned to thrive in today’s customer-centric business environment.

What are the typical stages of a customer journey?

The customer journey is typically divided into sequential stages that represent the key phases of the customer’s interaction with the brand. Common stages may include “Awareness,” “Consideration,” “Purchase,” “Trial/Usage,” “Repeat Purchase” and “Advocacy.” These stages may differ, depending on the industry or category that the brand is competing in.

Is it critical for my fractional talent to have experience working on CX in my company’s specific industry?

While industry knowledge is helpful when working on customer experience initiatives, it is not imperative to have industry knowledge. It is more important for the talent to be well-versed in CX practices and procedures that can be applied across many industries.

The SIVO Difference

WE ARE Strategy & Insights
Unlike generic recruiting agencies, who focus on a broad range of talent, we solely focus on placing the best consumer insights talent within your organization.

WE ARE Solution Architects
We solve your key business problems and objectives by finding you the right fractional insights professional with the specific skill set that fits your needs.

Why Hire SIVO

SIVO On Demand Talent places our network of insights professionals into client organizations for fill-in roles (covering a maternity or paternity leave or filling in while they are hiring for FT) or for special projects / initiatives that require resources beyond the client team’s capacity.

How We Do It? We offer a personalized approach where we meet with the clients to scope out their needs – we listen and match our talent’s skills, expertise and preferences, passion areas, with the business need to create a win-win that will drive impactful results. SIVO vets for skills and expertise and we encourage our clients to interview 2-3 candidates for their role to ensure cultural fit.