Customer Experience Platform Manager

Requisition ID:  21937 

Remote Work Available: Yes 

Job Title: Customer Experience Platform Manager

Business Unit: Customer Experience

Location: Clearwater, Florida / Hybrid

Reports To: Senior Customer Insights Manager

ROLE SUMMARY

The Customer Experience Platform Manager leads Trulieve’s customer insights programs and voice-of-customer technology ecosystem, turning customer feedback and operational data into clear, actionable business intelligence. This role owns survey programs, reporting, platform administration, data integrations, and advanced analytics while partnering across the organization to strengthen customer understanding and decision-making.

RESPONSIBILITIES

• Build, maintain, and continuously improve weekly and monthly customer experience reporting, dashboards, and executive-ready insights for business stakeholders.
• Own end-to-end survey programs, including research objectives, questionnaire design, deployment, quality assurance, analysis, reporting, and recommendations.
• Administer and optimize voice-of-customer platforms, dashboards, taxonomy, permissions, workflows, and related technology to ensure reliable and scalable program operations.
• Manage customer experience data integrations and data hygiene, partnering with technology and data teams to improve completeness, accuracy, accessibility, and governance.
• Lead advanced customer analytics, including churn analysis, predictive modeling, text analytics, segmentation, and linkage of customer experience outcomes to financial and operational performance.
• Manage and develop the Customer Insights Analyst team, establish analytical standards, and translate complex findings into clear recommendations for leaders and cross-functional partners.

QUALIFICATIONS

• Required: Bachelor’s degree in customer experience, market research, analytics, business, marketing, information systems, or a related field, or equivalent relevant experience.
• Required: Five or more years of experience in customer insights, voice-of-customer programs, market research, business intelligence, or customer experience technology, including at least two years leading people or teams.
• Required: Demonstrated experience managing enterprise survey or voice-of-customer platforms, including dashboards, permissions, taxonomy, workflows, and system administration.
• Required: Strong quantitative and qualitative research skills, including survey design, statistical analysis, text analytics, data visualization, and interpretation of customer feedback.
• Required: Experience managing data integrations, data quality, and reporting processes in partnership with technology, data engineering, or business intelligence teams.
• Required: Excellent communication and storytelling skills, with the ability to translate complex analysis into clear business implications and recommendations.
• Preferred: Experience with Medallia or a comparable enterprise voice-of-customer platform and familiarity with CRM, data warehouse, and visualization technologies.
• Preferred: Experience with predictive modeling, churn analysis, financial linkage, or advanced customer analytics in multi-unit retail, regulated industries, or high-volume consumer environments.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

This position operates primarily in office and remote environments, with regular computer and telephone use and occasional visits to retail locations, meetings, and company events. The role requires sustained attention to detailed data and technology workflows, effective communication with employees and business partners, and flexibility to support critical reporting, research, or platform needs.

Trulieve job description is not designed to contain all activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Please apply directly through our official careers site or authorized recruitment channels.  Using third-party application services may create issues with your applicant profile and lead to processing delays. 

Salary will be commensurate with experience.   A comprehensive benefits package including paid time off is offered with this position. 

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.