{
  "id": "role:customer-experience-manager",
  "_kind": "Role",
  "_file": "role/roles/roles-expanded.yaml",
  "_cluster": "role",
  "attributes": {
    "displayName": "Customer Experience Manager",
    "isAgentic": false,
    "requiredCapabilities": [],
    "requiredDomains": [],
    "description": "Owns end-to-end customer experience — NPS programs, journey mapping,\nvoice-of-customer synthesis, and cross-functional CX improvements.\n"
  },
  "outgoingEdges": [
    {
      "from": "role:customer-experience-manager",
      "to": "responsibility:customer-journey-mapping",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:customer-experience-manager",
      "to": "responsibility:stakeholder-communication",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:customer-experience-manager",
      "to": "skill-area:customer-success",
      "kind": "requires_expertise",
      "attributes": {}
    },
    {
      "from": "role:customer-experience-manager",
      "to": "skill-area:user-research",
      "kind": "requires_expertise",
      "attributes": {}
    },
    {
      "from": "role:customer-experience-manager",
      "to": "skill-area:data-analysis",
      "kind": "requires_expertise",
      "attributes": {}
    },
    {
      "from": "role:customer-experience-manager",
      "to": "domain:customer-experience",
      "kind": "applies_to",
      "attributes": {}
    }
  ],
  "incomingEdges": [
    {
      "from": "tool:bigcommerce",
      "to": "role:customer-experience-manager",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Order and storefront context supports customer journey and support escalation review."
      }
    },
    {
      "from": "tool-server:mcp-bigcommerce-candidate",
      "to": "role:customer-experience-manager",
      "kind": "supports_work",
      "attributes": {
        "confidence": "medium",
        "evidence": "Order and customer context supports customer experience review."
      }
    },
    {
      "from": "responsibility:customer-satisfaction-metrics",
      "to": "role:customer-experience-manager",
      "kind": "held_by",
      "attributes": {}
    },
    {
      "from": "responsibility:NPS-tracking",
      "to": "role:customer-experience-manager",
      "kind": "held_by",
      "attributes": {}
    }
  ]
}