Senior Manager Customer experience

Senior Manager, Customer Experience

We are looking for a strategic and customer-focused Senior Manager of Customer Experience to own the develop, execution, and continuous improvement of end-to-end customer journeys, specifically focusing on silicon support. This role is responsible for driving customer happiness, dedication, operational excellence, and service innovation across all customer touchpoints.

The ideal candidate combines strong leadership capabilities with analytical thinking, cross-functional teamwork, and a deep understanding of customer-centric business practices.

Customer Experience Strategy

• Develop and complete a silicon support customer experience (CX) strategy aligned with company goals and brand values.
• Map and optimize customer journeys across digital, service, sales, and support channels.
• Identify difficulties along with chances to improve customer happiness, retention, and advocacy.
• Establish CX metrics, benchmarks, and reporting frameworks to measure success.

• Drive continuous improvement initiatives to streamline customer-facing processes.
• Partner with program management, support, and operations teams to ensure consistent customer experiences.
• Implement scalable service standards, workflows, and quality assurance processes.
• Coordinate blocking issue management and resolution for high-impact customer issues.

• Build and maintain programs to collect customer feedback through surveys, interviews, reviews, and analytics.
• Analyze customer insights and findings into actionable business recommendations.
• Present customer trends, risks, and opportunities to senior leadership.

• Supervise and improve metrics such as NPS, CSAT, CES, retention, churn, and response/resolution times.
• Use data analytics and customer insights to guide meaningful decisions.
• Develop dashboards and executive reporting to communicate CX performance.

Required

• Bachelor’s degree or equivalent experience or matching professional experience in Business, Marketing, Communications, or a related field.
• Senior experience proven record in customer experience, customer success, or operations.
• Shown success leading CX transformation or customer improvement initiatives.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication, presentation, and partner management abilities.

• Master’s degree or equivalent experience or relevant professional certifications (CXPA, Lean Six Sigma, PMP, etc.).
• Experience with CRM and CX platforms, for example Salesforce, Dynamics.
• Knowledge of PowerBI or other analytics and reporting platforms
• Experience in a fast-paced, multi-channel, or global environment.

• Customer-centric approach
• Strategic leadership
• Change Management
• Cross-functional partnership
• Data-driven decision making
• Emotional intelligence
• Process improvement
• Executive communication

At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.