Manager, Customer Experience

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. Are you a seasoned leader in Customer Experience, adept at Voice of Customer (VoC) research and adeptly translating insights into impactful programs? If so, Iron Mountain has an exciting opportunity for you to play a vital role in realizing its growth strategy. This role focuses on attracting new customer segments and nurturing existing relationships, serving as a pivotal member of the Global CX Center of Excellence.As the Customer Experience (CX) Manager, you will craft CX strategies and oversee programs designed to enhance customer experience, driving retention, solution adoption, and advocacy. Working closely with Iron Mountain business units, you'll act as a trusted advisor, collaborating with leadership to implement CX initiatives that fuel growth.Your role in our missionFoster strong relationships with stakeholders across assigned business units, gaining deep insight into their objectives and customer dynamics.Collaborate with business unit leaders to establish and achieve strategic CX goals, leveraging metrics like NPS, CSAT, and CES to drive improvements.Conduct both qualitative and quantitative VoC research to uncover customer expectations, sentiment, challenges, and preferences throughout the customer journey.Utilize data analytics to derive insights from VoC surveys and operational data, identifying opportunities for CX enhancement and assessing segment-specific needs.Partner with operational leaders to implement improvements using root cause analysis and design thinking methodologies, mapping customer journeys to pinpoint areas for enhancement.Contribute to the annual CX planning process, ensuring clear goals and timelines are set.Aid in refining the team's operational standards, processes, and policies to enhance scalability and efficiency of the CX COE.Valued skills and experienceBachelor's degree in business, marketing, or related field.3+ years of experience in CX, research, strategy, or related role.Expertise in Customer Experience, preferably with professional CX certification.Familiarity with research techniques and data analytics methods.Strong problem-solving and project management skills.Ability to synthesize data into actionable insights and recommendations.Excellent communication and presentation skills, with the ability to influence stakeholders.Proficiency in Qualtrics, Excel, and ideally experience with Google Looker Studio and Salesforce.Discover what awaits youDiscover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovationEmpowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.#LI-RemoteCategory: Marketing