Customer Experience & Insights Manager

Company: Mohr Talent
Location: Saint Paul
Posted on: May 11, 2025

Job Description:

Customer Experience & Insights Manager

Hybrid - St. Paul, MN, US

$115,000 - $180,000 + Incentive Eligible


About the Role

We are hiring a Customer Experience & Insights Manager to lead customer-centric initiatives and insights strategies across a global portfolio. In this high-impact role, you will be responsible for managing the full customer journey, generating actionable insights, and influencing cross-functional decisions. This position reports to the Director of Customer Experience & Insights and partners closely with marketing, product, operations, and sales teams.


Key Responsibilities

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  Design and implement customer learning plans tailored to business priorities.
  
  
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  Lead qualitative and quantitative research initiatives to uncover customer needs and behaviors.
  
  
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  Create and manage customer journey maps, personas, and experience blueprints.
  
  
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  Drive insight-based decision-making across product development, service design, and marketing.
  
  
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  Collaborate with data analytics teams to integrate feedback with behavioral and transactional data.
  
  
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  Manage vendor relationships and oversee research project execution.
  
  
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  Monitor KPIs (NPS, CSAT, retention, loyalty) and deliver performance reports.
  
  
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  Stay current on trends in customer experience and research methodologies.
  
  
  
  
  Required Qualifications
  
  
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    Bachelor's degree in Marketing Research, Psychology, Human-Centered Design, Analytics, or related field.
    
    
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    10+ years of experience in customer/consumer research in either client-side or agency roles.
    
    
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    Strong background in mixed-method research (qualitative + quantitative).
    
    
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    Ability to translate insights into compelling stories and strategic business actions.
    
    
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    Strong cross-functional collaboration and stakeholder influence skills.
    
    
    
    
    Preferred Qualifications
    
    
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      Master's or PhD in a related discipline.
      
      
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      Experience in industrial manufacturing or B2B environments.
      
      
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      Proficiency with platforms like Qualtrics, SPSS, Tableau, or similar.
      
      
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      Exposure to service design or journey optimization frameworks.
      
      
      
      
      MOHR Talent is an equal-opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at hr@themohrgrp.com

Keywords: Mohr Talent, Maple Grove , Customer Experience & Insights Manager, Executive , Saint Paul, Minnesota