Senior Customer Experience Manager
Company: Align Technology, Inc.
Location: Raleigh
Posted on: January 7, 2026
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Job Description:
We are looking for a Sr. Customer Experience Manager (NA) to
lead the CX strategy and execution of customer experience
initiatives across NA. In partnership with regional leadership
teams, this role will be responsible to drive a customer-centric
culture, optimize end-to-end customer experiences, and translate
insights into actionable improvements. This role is based in
Raleigh, NC and reports into the Senior Director Customer
Experience & Continuous Improvement. Role expectations Regional CX
Strategy: In partnership with regional leadership team, development
of an NA Customer Experience strategy and plan. This includes: •
Setting annual regional CX targets and KPIs (eg. NPS, EOB) •
Defining critical initiatives, tasks, and required OPEX to deliver
against agreed CX goals • Continual performance monitoring and
course correction • Inspire change across the organization Voice of
Customer: Ensure customer feedback and priorities are accessible,
understood and represented in decision making across the business •
In partnership with CX Analytics, define and implement customer
feedback mechanisms • Analyze, evaluate and prioritize customer
feedback to identify key customer trends and friction areas •
Develop and manage mechanisms to share and socialize feedback
internally, ensuring customers are represented in decision making
and drive action and improvement Customer improvement: Improve the
end-to-end customer experience and demonstrate Align’s commitment
to resolving friction areas • Define regional customer improvement
priorities, ensuring that every region has an agreed top 3 list the
customer areas to fix • Support and run CX improvement projects to
address known friction areas • Partner with regional Marketing and
Commercial Excellence teams to commercialize CX and Service
improvements • Implement effective mechanism to close the loop on
ALL customer feedback and establish an effective resolution
escalation process Customer culture: Build an internal culture that
puts the customer at the center of our thinking and decision making
• In partnership with HR, develop initiatives to drive employee
awareness of our customer values and develop relevant skills and
capabilities • Develop and implement customer recognition programs
• Lead regional internal events, including Align’s annual CX Week
What were looking for • Experience level: 10 years of related
experience in Customer Experience, Sales Operations or Marketing •
Experience type: Experience in change management, x-functional
program management, , customer journey mapping and design, voice of
customer and data analytics, team training & development, strategy
development • Skills: Project management, data analysis and insight
translation, stakeholder management, communication and influence,
strategic thinking • Culture / values: Team orientated, empathetic,
structured, proactive, results / impact orientated • Education:
Bachelors Degree required
Keywords: Align Technology, Inc., Wilson , Senior Customer Experience Manager, Customer Service & Call Center , Raleigh, North Carolina
