Customer Experience Strategy Manager Jobs in Provo, UT

FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.

The Experience Optimization Practice Leader is a senior, hands-on product and experience practitioner and people manager who leads complex improvement work from problem discovery through implementation and measurement. Each Practice Leader has a primary customer journey lane assignment, but lane alignment provides context and accountability rather than exclusive ownership. Practice Leaders and team members work across lanes based on priorities, expertise, development needs, and capacity. Responsibilities include:

• Personally investigate and frame consequential customer and business problems. Combine data, customer feedback, operational insight, frontline observations, system behavior, and technical context to separate symptoms from root causes.

• Designing practical future states connecting customer interactions, business rules, roles, workflows, communications, data, systems, and controls.

• Evaluating process or policy changes, better use of existing platforms, SaaS configuration, vendor capabilities, integrations, automation, AI-enabled workflows, and custom software.

• Personally lead complex initiatives from discovery through solution selection, delivery, launch, adoption, stabilization, and learning. Manage fit-for-purpose plans, sequencing, dependencies, decisions, risks, testing, readiness, and communication.

• Partnering directly with SaaS providers, implementation partners, Technology, Engineering, Architecture, Data, Security, and platform owners. Translate customer and business problems into functional behavior, data needs, integrations, dependencies, and success criteria. Contribute actively to feasibility and design decisions and recommend build, buy, configure, integrate, or partner approaches.

• Developing evidence-based recommendations for priorities within a primary lane and translate approved Experience Optimization strategy into executable work.

• Managing, coaching, and developing a small team of individual contributors while remaining deeply engaged in the work. Set outcome-based expectations, strengthen technical product thinking and problem-solving, review the quality of analysis and solution design, and provide direct mentorship.

• Bachelor's degree or equivalent combination of education and relevant experience

• 8+ years of progressively responsible experience leading customer, digital, product, operational, technology-enabled, or enterprise improvement work

• Significant hands-on experience diagnosing problems across people, process, policy, data, systems, vendors, and organizational boundaries

• Experience leading complex initiatives from discovery and future-state design through implementation, adoption, and measurement

• Experience translating customer and business problems into functional behavior, requirements, data needs, integrations, acceptance criteria, and measures

• Experience partnering with SaaS providers and technical teams to configure, integrate, extend, or co-design solutions

• Experience managing and developing individual contributors while remaining an active practitioner

• Experience working in matrixed teams where people and expertise move across priorities

• Medical, Dental and Vision Coverage

• FSA options for Medical, Dependent Care & Commuter Benefits

• Paid Time off, Paid Sick Time, and Paid Holidays

• 401(k) with generous match program

• Free Life Insurance and AD&D

• Long-Term Disability Insurance

• Employee Discount

Pay Scale: FASHIONPHILE reasonably expects the range to be $115K-$150K + Annual Bonus for this position.The company prefers to hire in our Lehi, Utah location, but is open to all states we are an employer in. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.