Customer Experience Cx Jobs in USA with Visa Sponsorship
Customer Experience roles are regularly sponsored under the H-1B visa, but approval depends on whether the position qualifies as a specialty occupation requiring a bachelor's degree in a specific field. Employers in retail, SaaS, and financial services are among the most active sponsors. For detailed occupation requirements, see the O*NET profile.
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Get Access To All JobsINTRODUCTION
The Customer Experience (CX) Insights Analyst plays a critical role in helping John Hancock become the #1 choice for customers by ensuring customer feedback is translated into meaningful business action.
As part of the Voice of the Customer (VoC) team, this role goes beyond traditional reporting and insight generation. The successful candidate will identify customer friction points across journeys, uncover root causes, align stakeholders around opportunities, and help orchestrate actions that drive measurable improvements in customer experience, loyalty, and advocacy.
Working closely with senior leaders and cross-functional teams, the analyst will leverage NPS, OSAT, customer research, operational metrics, journey analytics, and AI-enabled tools to generate actionable insights, forecast customer experience performance, and influence strategic priorities. Success in this role will be measured not only by the quality of insights generated, but by the business actions and customer outcomes those insights enable.
The ideal candidate is a highly analytical self-starter, skilled in storytelling, stakeholder influence, and driving organizational accountability for customer experience improvement.
Position Responsibilities
Customer Insight Generation:
- Identify actionable insights by analyzing, synthesizing and reporting on NPS feedback, customer research, journey analytics, operational metrics, and customer feedback data.
- Identify root causes of customer pain points and friction across end-to-end customer journeys and recommend opportunities for improvement.
- Connect customer experience insights to business outcomes, including retention, service performance, operational efficiency, and customer loyalty.
CX Action Orchestration & Business Enablement:
- Serve as a catalyst for customer-centric action by ensuring customer insights are translated into tangible business improvements.
- Partner with business leaders to prioritize customer experience opportunities based on customer impact, business value, and strategic importance.
- Facilitate cross-functional discussions that align teams around customer pain points, root causes, and improvement priorities.
- Establish mechanisms to track progress, outcomes, and accountability against customer experience improvement initiatives.
- Monitor the effectiveness of actions taken and measure their impact on NPS, satisfaction, customer effort, loyalty, and business outcomes.
- Proactively identify barriers preventing action and work with stakeholders to drive resolution.
- Champion a culture where customer feedback informs decision making and continuous improvement across the organization.
- Act as a trusted advisor to business partners by helping translate customer needs into actionable and measurable business improvements.
Executive Storytelling & Stakeholder Influence:
- Translate complex customer and operational data into clear, concise, executive-ready narratives and recommendations.
- Present customer insights, performance trends, and improvement opportunities to senior leaders and cross-functional stakeholders.
- Facilitate action planning discussions and influence business partners to prioritize initiatives that improve customer experience.
- Drive accountability by partnering with stakeholders to monitor progress against agreed-upon customer experience improvement plans.
Measurement & Reporting:
- Own monthly, quarterly and ad-hoc reports and scorecards across relevant business segments for all applicable NPS and OSAT surveys.
- Evolve dashboards and reporting to focus on actionable insights, drivers, and customer outcomes rather than simply metric performance.
- Build and maintain dashboards to effectively monitor customer experience trends, journey performance, and key CX KPIs.
NPS Strategy, Forecasting & Target Setting:
- Lead NPS performance forecasting, trend analysis, and target-setting processes across business segments.
- Develop predictive views of NPS performance using historical trends, customer feedback signals, and operational metrics.
- Partner with business leaders to establish realistic but ambitious CX performance targets and success measures.
- Monitor leading and lagging indicators to identify risks and opportunities impacting NPS outcomes.
AI & Advanced Analytics:
- Leverage AI-enabled analytics tools and emerging technologies to enhance insight generation, customer feedback analysis, reporting efficiency, and decision support.
- Apply AI-assisted approaches to large-scale text analytics, thematic analysis, and sentiment identification within customer feedback data.
- Continuously evaluate new analytical tools and methodologies that improve speed, scalability, and quality of customer insights.
Required Qualifications:
- University Degree in quantitative, business, research or technical discipline.
- 2-3 years of experience in Customer Experience, Voice of Customer, Customer Insights, Market Research, Business Analytics or related fields.
- Demonstrated experience with NPS, customer satisfaction and customer feedback programs.
- Proven track record of presenting insights and recommendations to senior and executive leadership.
- Experience developing forecasts, targets, scorecards and measurement frameworks.
- Proficiency with Medallia, Qualtrics, Adobe Analytics or similar CX platforms.
- Advanced Excel and PowerPoint skills.
- Experience with Power BI, Tableau or similar visualization tools preferred.
- Working knowledge of generative AI and AI-enabled analytics tools for insight generation, research synthesis and reporting.
Preferred Qualifications:
- Exceptional analytical, problem-solving, and business acumen skills, with the ability to translate customer insights into actionable recommendations and measurable business outcomes.
- Strong executive communication, storytelling, presentation, and stakeholder management skills, with a proven ability to influence and align diverse stakeholders around customer-centric priorities.
- Expertise in customer experience measurement, including NPS forecasting, target setting, KPI management, performance tracking, and customer journey analysis.
- Demonstrated ability to lead through influence, navigate ambiguity, manage multiple priorities, and balance strategic thinking with operational execution in a fast-paced environment.
- Highly organized, detail-oriented, and AI-literate self-starter with strong project management skills, a growth mindset, and a commitment to data integrity, continuous improvement, and execution excellence.
When you join our team:
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.
LOCATION
Boston, Massachusetts
WORKING ARRANGEMENT
Hybrid
SALARY RANGE
$73,350.00 USD - $122,250.00 USD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.
Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.
Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify
Company: John Hancock Life Insurance Company (U.S.A.)
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.
INTRODUCTION
The Customer Experience (CX) Insights Analyst plays a critical role in helping John Hancock become the #1 choice for customers by ensuring customer feedback is translated into meaningful business action.
As part of the Voice of the Customer (VoC) team, this role goes beyond traditional reporting and insight generation. The successful candidate will identify customer friction points across journeys, uncover root causes, align stakeholders around opportunities, and help orchestrate actions that drive measurable improvements in customer experience, loyalty, and advocacy.
Working closely with senior leaders and cross-functional teams, the analyst will leverage NPS, OSAT, customer research, operational metrics, journey analytics, and AI-enabled tools to generate actionable insights, forecast customer experience performance, and influence strategic priorities. Success in this role will be measured not only by the quality of insights generated, but by the business actions and customer outcomes those insights enable.
The ideal candidate is a highly analytical self-starter, skilled in storytelling, stakeholder influence, and driving organizational accountability for customer experience improvement.
Position Responsibilities
Customer Insight Generation:
- Identify actionable insights by analyzing, synthesizing and reporting on NPS feedback, customer research, journey analytics, operational metrics, and customer feedback data.
- Identify root causes of customer pain points and friction across end-to-end customer journeys and recommend opportunities for improvement.
- Connect customer experience insights to business outcomes, including retention, service performance, operational efficiency, and customer loyalty.
CX Action Orchestration & Business Enablement:
- Serve as a catalyst for customer-centric action by ensuring customer insights are translated into tangible business improvements.
- Partner with business leaders to prioritize customer experience opportunities based on customer impact, business value, and strategic importance.
- Facilitate cross-functional discussions that align teams around customer pain points, root causes, and improvement priorities.
- Establish mechanisms to track progress, outcomes, and accountability against customer experience improvement initiatives.
- Monitor the effectiveness of actions taken and measure their impact on NPS, satisfaction, customer effort, loyalty, and business outcomes.
- Proactively identify barriers preventing action and work with stakeholders to drive resolution.
- Champion a culture where customer feedback informs decision making and continuous improvement across the organization.
- Act as a trusted advisor to business partners by helping translate customer needs into actionable and measurable business improvements.
Executive Storytelling & Stakeholder Influence:
- Translate complex customer and operational data into clear, concise, executive-ready narratives and recommendations.
- Present customer insights, performance trends, and improvement opportunities to senior leaders and cross-functional stakeholders.
- Facilitate action planning discussions and influence business partners to prioritize initiatives that improve customer experience.
- Drive accountability by partnering with stakeholders to monitor progress against agreed-upon customer experience improvement plans.
Measurement & Reporting:
- Own monthly, quarterly and ad-hoc reports and scorecards across relevant business segments for all applicable NPS and OSAT surveys.
- Evolve dashboards and reporting to focus on actionable insights, drivers, and customer outcomes rather than simply metric performance.
- Build and maintain dashboards to effectively monitor customer experience trends, journey performance, and key CX KPIs.
NPS Strategy, Forecasting & Target Setting:
- Lead NPS performance forecasting, trend analysis, and target-setting processes across business segments.
- Develop predictive views of NPS performance using historical trends, customer feedback signals, and operational metrics.
- Partner with business leaders to establish realistic but ambitious CX performance targets and success measures.
- Monitor leading and lagging indicators to identify risks and opportunities impacting NPS outcomes.
AI & Advanced Analytics:
- Leverage AI-enabled analytics tools and emerging technologies to enhance insight generation, customer feedback analysis, reporting efficiency, and decision support.
- Apply AI-assisted approaches to large-scale text analytics, thematic analysis, and sentiment identification within customer feedback data.
- Continuously evaluate new analytical tools and methodologies that improve speed, scalability, and quality of customer insights.
Required Qualifications:
- University Degree in quantitative, business, research or technical discipline.
- 2-3 years of experience in Customer Experience, Voice of Customer, Customer Insights, Market Research, Business Analytics or related fields.
- Demonstrated experience with NPS, customer satisfaction and customer feedback programs.
- Proven track record of presenting insights and recommendations to senior and executive leadership.
- Experience developing forecasts, targets, scorecards and measurement frameworks.
- Proficiency with Medallia, Qualtrics, Adobe Analytics or similar CX platforms.
- Advanced Excel and PowerPoint skills.
- Experience with Power BI, Tableau or similar visualization tools preferred.
- Working knowledge of generative AI and AI-enabled analytics tools for insight generation, research synthesis and reporting.
Preferred Qualifications:
- Exceptional analytical, problem-solving, and business acumen skills, with the ability to translate customer insights into actionable recommendations and measurable business outcomes.
- Strong executive communication, storytelling, presentation, and stakeholder management skills, with a proven ability to influence and align diverse stakeholders around customer-centric priorities.
- Expertise in customer experience measurement, including NPS forecasting, target setting, KPI management, performance tracking, and customer journey analysis.
- Demonstrated ability to lead through influence, navigate ambiguity, manage multiple priorities, and balance strategic thinking with operational execution in a fast-paced environment.
- Highly organized, detail-oriented, and AI-literate self-starter with strong project management skills, a growth mindset, and a commitment to data integrity, continuous improvement, and execution excellence.
When you join our team:
- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.
LOCATION
Boston, Massachusetts
WORKING ARRANGEMENT
Hybrid
SALARY RANGE
$73,350.00 USD - $122,250.00 USD
Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.
Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.
We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.
Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify
Company: John Hancock Life Insurance Company (U.S.A.)
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.
See all 1,547+ Customer Experience Cx Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Experience Cx roles.
Get Access To All JobsTips for Finding Customer Experience Cx Jobs
Target CX roles at mid-size to large SaaS companies
Software companies with dedicated customer success or CX operations teams are more likely to sponsor visas than retail or hospitality employers. Larger organizations have established immigration counsel and are familiar with the H-1B petition process for experience-focused roles.
Make your degree field explicit on your resume
H-1B approval for CX roles often hinges on whether your degree in psychology, communications, business, or a related field directly supports the position. Spell out that connection clearly, USCIS officers are not immigration experts in your industry.
Pursue roles with a data or analytics component
Customer Experience positions that involve CX analytics, journey mapping, or Voice of Customer programs are easier to defend as specialty occupations. A purely service-focused role without a technical or analytical dimension is more likely to face an RFE.
Get an offer letter that describes the role precisely
Vague job titles like 'CX Specialist' can invite USCIS scrutiny. Ask your employer to describe your duties in detail in the offer letter, emphasizing the degree-level knowledge required for the specific responsibilities, not just the general job category.
Ask about E-3 or TN if you're Australian, Canadian, or Mexican
Australian citizens can pursue the E-3 visa, which has no lottery and faster processing. Canadian and Mexican nationals may qualify under TN status. Both paths skip the H-1B cap entirely and are significantly quicker for qualifying CX roles at eligible employers.
Use Migrate Mate to filter for verified sponsoring employers
Not every company that posts a CX job is willing to sponsor a visa. Migrate Mate surfaces roles from employers with a documented history of sponsorship, saving you the time of applying to positions where sponsorship was never a realistic option.
Frequently Asked Questions
Can a Customer Experience job qualify for H-1B sponsorship?
Yes, but it depends on how the role is defined. USCIS requires that the position qualify as a specialty occupation, meaning it normally requires a bachelor's degree or higher in a specific field. CX roles tied to analytics, UX research, or CRM strategy are stronger candidates than general service or support positions. A well-drafted job description from your employer significantly improves the petition's odds.
What degree do I need to get sponsored for a Customer Experience role?
There's no single required degree, but USCIS expects a direct connection between your field of study and the job's core duties. Degrees in business administration, communications, psychology, marketing, or information systems are commonly cited in CX petitions. If your degree is in an unrelated field, relevant work experience can sometimes substitute, though this adds complexity to the H-1B visa petition and may invite additional review.
How likely is H-1B approval for a CX or customer success position?
Approval rates vary significantly by how the role is framed. Generic 'customer support' positions have faced higher RFE rates in recent years, while roles framed around customer analytics, journey design, or account strategy tend to fare better. Employers with experienced immigration attorneys who can document the degree requirement convincingly improve approval odds considerably. There is no publicly published approval rate specific to CX job titles.
Are there visa options for CX jobs that avoid the H-1B lottery?
Yes. Australian citizens can apply for an E-3 visa, which has a 10,500-slot annual cap that has never been reached, making it effectively lottery-free. Canadian and Mexican citizens may qualify for TN visa status under the USMCA. O-1A is an option for applicants with demonstrable industry recognition. These paths are worth exploring before committing to the H-1B lottery cycle, especially if your nationality qualifies.
Where can I find CX jobs that offer visa sponsorship?
Migrate Mate is the recommended starting point. The platform lists Customer Experience roles specifically from employers with a verified history of visa sponsorship, so you're not guessing whether sponsorship is on the table. Filtering by sponsorship willingness early in your search saves significant time and avoids the frustration of reaching the offer stage only to learn a company won't support your visa.
What is the prevailing wage requirement for sponsored Customer Experience Cx jobs?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.