Customer Experience Manager
As the Customer Experience Manager you will lead our Customer Success & Engagement team’s efforts in mapping the end-to-end customer experience lifecycle. You will help refine customer experience, identify pain points throughout the customer journey, and leverage those insights to inform future product development and marketing campaigns. You will also help architect segmented customer journeys that drive sustained user behaviors with Newsela’s platform, featured products, and content.
Why You’ll Love This Role
Engaging the full scope of your skills, passion, and creativity in customer journey mapping, you’ll get to leverage insights from data to develop customer journeys, lead awareness, and engagement strategies across a broad team of experts to convert low usage customers into power users. You’ll also have the opportunity to partner cross-functionally with Marketing, Data, and Content teams to drive increased usage, customer renewals, and ultimately guide our efforts in pursuing our end goal of enhancing the way students learn in K-12.
Why We’ll Love You
You have 2+ years experience successfully improving awareness and driving desired behaviors for customers through data-informed, creative customer journey mappings. You are someone who enjoys using data to identify trends that surface usage patterns across a wide group of user segmentations. You are comfortable partnering cross-functionally to influence product awareness and marketing engagement via journey mapping. You leverage your business acumen to seamlessly navigate the high level of strategy, while also swooping down into the tactical details to ensure sustainable customer journeys across all segments. You thrive in a fast paced, ambiguous, ever-changing environment; you can fail fast, iterate, and drive results that exceed expectations.
Newsela is an Instructional Content Platform that combines engaging, leveled content with integrated formative assessments and insights to supercharge engagement and learning in every subject. Students and teachers use Newsela to find digital content from 100+ of the best sources—from National Geographic to NASA, Biography.com to Encyclopedia Britannica, the Washington Post to the Wichita Eagle. Content is instructionalized to meet students where they are, with interactive tools and analytics to take them where they want to go. Newsela has become an essential solution for schools and districts, with a presence in over 90% of U.S. K-12 schools. Newsela is the content platform for the connected classroom.