Customer Experience Lead
About The Position
The Customer Experience (CX) Lead develops and drives a customer-centered strategy to improve end-to-end experiences across programs, services, and digital channels. The role leads customer experience initiatives using customer insights, service design methodologies, journey mapping, and performance metrics to identify opportunities for improvement and measure success. The CX Lead partners with cross-functional teams to keep customer needs central to decision-making and organizational priorities. The role includes developing and implementing CX strategies, understanding customer needs through research and feedback, identifying service gaps and improvement opportunities, facilitating workshops and stakeholder engagements, and creating and maintaining CX artifacts. It also establishes measurement frameworks, analyzes feedback and operational data, collaborates on customer-focused solutions, promotes human-centered design practices, leads continuous improvement initiatives, and communicates findings and recommendations to leadership and stakeholders.
Requirements
- Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or a related field.
- 7+ years of experience in Customer Experience (CX), Service Design, User Experience (UX), Human-Centered Design, Business Transformation, or a related discipline.
- Demonstrated experience leading customer journey mapping and service improvement initiatives.
- Experience facilitating workshops, stakeholder engagement sessions, and collaborative problem-solving activities.
- Strong analytical skills, including experience using customer feedback, performance metrics, and operational data to drive decisions.
- Strong communication, facilitation, presentation, and stakeholder management skills.
Nice To Haves
- Experience developing CX strategies and governance frameworks.
- Experience establishing and reporting on CX metrics, customer satisfaction measures, and performance indicators.
- Experience leading organizational change and customer-centric transformation initiatives.
- Familiarity with journey mapping, service blueprinting, design thinking, and continuous improvement methodologies.
- Experience using tools such as Miro, Figma, FigJam, Qualtrics, Medallia, or similar platforms.
Responsibilities
- Develop and implement customer experience strategies aligned with organizational goals and objectives.
- Understand customer needs through research, feedback analysis, journey mapping, and experience assessments.
- Identify customer pain points, service gaps, and opportunities to improve satisfaction, engagement, and outcomes.
- Facilitate workshops, discovery sessions, and stakeholder engagements to build alignment and drive improvements.
- Create and maintain customer journey maps, service blueprints, personas, and other CX artifacts.
- Establish customer experience metrics, KPIs, and measurement frameworks to evaluate effectiveness and track progress.
- Analyze customer feedback and operational data to identify trends, insights, and improvement opportunities.
- Collaborate with business, technology, operations, and service delivery teams to implement customer-focused solutions.
- Promote human-centered design and customer experience best practices throughout the organization.
- Lead continuous improvement initiatives focused on customer satisfaction, accessibility, and service effectiveness.
- Communicate customer insights, recommendations, and outcomes to leadership and stakeholder groups.
Benefits
- Flexible work from home options available.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
