How do I screen Customer Experience Manager candidates before interviewing?

Send every applicant one link that carries 4 skills tests (Communication, Data-Driven Decision Making, Leadership & People Management, Active Listening), 2 personality inventories and 5 one-way video questions. springhire scores everything automatically and ranks the candidates, so you interview the top few. The free plan covers 10 candidates a month.

How long does the Customer Experience Manager screening take a candidate?

About 40 minutes for the tests, plus 10 to 15 minutes for the video questions. Candidates complete it on their own time, on any device.

What should a Customer Experience Manager job description include?

A short brief, key responsibilities, must-have and nice-to-have skills and the requirements. The JD generator writes one for this role in a minute.

Which interview questions work best for a Customer Experience Manager?

Questions that ask for a specific past example and a walkthrough of how the candidate thinks. This page lists 8 with sample answers, and the full bank has more.

Yes. The free plan includes every screening tool with 10 candidate credits a month and no card. Paid plans start at $39 a month.

Customer

How to hire a Customer Experience Manager

What the role does, the job description, the interview questions, and the 40-minute screening pack that tells you who can do the job before you book a single interview.

Screen Customer Experience Manager candidates free See the pack

The role

What a Customer Experience Manager does

A Customer Experience Manager sits in the Customer function. The sections below give you the job description, the interview questions and the screening pack for the role.

Screen before you interview

The Customer Experience Manager screening pack

CX leadership is communication, data, people management and genuinely listening. Every applicant gets one link. You get one ranked report.

Skills tests · 40 minutes total

CommunicationCommunication Test8 min · 20 questions · Entry levelThe Communication Test shows you how a candidate actually communicates at work: how clearly they write, how carefully they listen, how reliably they confirm understanding, and how considerately they handle tone and timing. Through 20 realistic entry-level scenarios, it scores four dimensions so you can hire people who keep customers and colleagues on the same page.Product & projectData-Driven Decision Making Test10 min · 20 questions · IntermediateThe Data-Driven Decision Making Test helps hiring teams assess how candidates frame business questions, judge evidence and choose sound actions from data. It fits intermediate roles in product, project and operations where people need to separate signals from weak conclusions.Personality & behaviorLeadership & People Management Test12 min · 24 questions · IntermediateThe Leadership & People Management test shows you how a candidate would actually manage: how they delegate, coach, decide under pressure, and keep a team motivated. Candidates work through 24 realistic scenarios, and their choices reveal management judgment that a resume cannot.Situational judgementActive Listening Test10 min · 20 questions · IntermediateThe Active Listening Test is a 10 minute situational judgement assessment for hiring teams who need people that listen carefully, ask useful follow up questions and respond with understanding. It fits roles where clear communication affects service, teamwork, support and day to day problem solving.

Personality inventories

DISC Personality TestThe DISC Personality Test helps hiring teams understand how candidates tend to communicate, respond to change and work with others. It is useful for entry level hiring when role success depends on pace, collaboration, follow-through and comfort with structure.Culture Add TestThe Culture Add Test helps hiring teams assess how candidates approach values, work habits and team contribution. It is suited to entry level hiring where you need a quick, structured view of how someone is likely to show up, collaborate and make decisions at work.

One-way video questions · answered on camera, scored by AI

1
How do you turn customer feedback into changes the product team acts on?
2
Describe a CX metric you moved and how.
3
How do you coach an agent whose CSAT has dropped?
4
Tell us about a time you had to defend a customer against an internal decision.
5
What does a great customer journey look like for a company like ours?

Send this pack to your applicantsFree plan, 10 candidates a month, no card.

Interview questions

Customer Experience Manager interview questions

For the candidates who pass the pack. Each comes with a sample answer on the full page.

01
What drew you to customer experience as a discipline?
02
What scope of customer experience work have you owned?
03
How do you define and measure a great customer experience?
04
Why are you interested in leading customer experience here?
05
How do you build and run a voice-of-customer program?
06
How do you approach customer journey mapping?
07
How do you use data and metrics to drive experience improvements?
08
How do you drive cross-functional change based on customer insight?

All Customer Experience Manager interview questions with answers

Frequently asked questions

Also hiring in Customer

How to hire a Customer Service Representative

Support is clear communication, listening, accuracy and reliability under volume.