Senior Customer Experience Manager — Digital Transformation

🏢 ABOUT THE COMPANY

Walgreens is a Fortune 20 American retail pharmacy holding company founded in 1901 by Charles R. Walgreen, Sr. with over 13,000 stores in the United States, Puerto Rico, and other countries. Our mission is to be the best and most trusted destination for customers to access pharmacy, health, and wellness services. We value innovation, diversity, and our associates' growth. Walgreens has a long history of serving communities across the United States and beyond, making us a great place to work.

🎯 ROLE OVERVIEW

As our Senior Customer Experience Manager — Digital Transformation, you will be responsible for designing and implementing a seamless customer experience across all digital touchpoints, ensuring our customers receive the best service possible. You will report to the Director of Customer Experience and work closely with our cross-functional teams to drive customer-centric initiatives. Your focus will be on analyzing customer behavior, preferences, and pain points to identify areas for improvement, developing and executing strategies to enhance customer satisfaction, and measuring the success of these initiatives.

📋 KEY RESPONSIBILITIES

Develop and execute comprehensive customer experience strategies across digital channels, including the website, mobile app, and social media platforms.

Analyze customer feedback, Net Promoter Score (NPS), and other metrics to identify areas for improvement and develop data-driven recommendations.

Collaborate with the product team to design and implement customer-centric features and services.

Work with the marketing team to develop and execute campaigns that drive engagement and conversion.

Design and lead workshops to educate internal stakeholders on customer experience principles and best practices.

Conduct regular audits to ensure compliance with customer experience standards and make recommendations for improvement.

Stay up-to-date with industry trends, best practices, and emerging technologies to ensure our customer experience strategies remain innovative and effective.

Develop and maintain effective relationships with customers, partners, and internal stakeholders to drive business growth and customer satisfaction.

Provide regular progress reports to the Director of Customer Experience and recommend areas for improvement.

✅ REQUIRED QUALIFICATIONS

8+ years of experience in customer experience, digital transformation, or a related field.

Bachelor's degree in Marketing, Business Administration, or a related field.

Proven track record of delivering customer-centric initiatives that drive business growth and customer satisfaction.

Excellent communication, project management, and analytical skills.

Experience with customer experience tools, such as Medallia, Qualtrics, or similar platforms.

Ability to travel up to 20% for meetings and training.

⭐ PREFERRED QUALIFICATIONS

Master's degree in Marketing, Business Administration, or a related field.

Certification in customer experience, marketing, or a related field.

Experience working with e-commerce platforms, such as Shopify or Salesforce Commerce Cloud.

Knowledge of user experience (UX) design principles and human-centered design methodologies.

💰 WHAT WE OFFER

$60,000 - $80,000 base salary in USD, depending on experience.

Competitive health insurance, including medical, dental, and vision plans.

401(k) retirement plan with company match and other retirement savings options.

20 days of paid time off and 10 paid holidays per year.

Annual learning and development budget to support professional growth.

Flexible remote work policy, with the option to work from home up to 3 days per week.

Opportunities for professional growth and advancement within the company.

👥 ABOUT THE TEAM

Our Customer Experience team is a collaborative and innovative group of professionals dedicated to delivering exceptional experiences to our customers. We work closely with cross-functional teams to drive customer-centric initiatives and measure their impact. Our team is passionate about using data and customer feedback to inform our decisions and drive business growth. We are looking for a Senior Customer Experience Manager — Digital Transformation to join our team and help us drive innovative customer experiences.

📨 HOW TO APPLY

To apply, please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We recommend submitting your application within the next 7-10 business days.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, US
Address	123 Main St, 12345
Salary	USD 60,000 – 80,000 / year
Industry	General
Company	Walgreens
Valid Until	2026-09-11

📨 How to Apply

Submit your updated CV and a brief cover letter to Walgreens. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.