Customer Experience Lead

DXC Technology • Fort Mill, SC

22h • Hybrid

About The Position

The Customer Experience Lead plays a pivotal role in shaping and elevating the customer journey across the organization. This individual is entrusted with the responsibility of overseeing the development, execution, and continuous refinement of customer experience initiatives that foster lasting relationships and drive customer loyalty. The Lead ensures that customer needs, concerns, and aspirations are heard and acted upon at every organizational level. In addition to a day-to-day operations mindset, this role requires a strategic perspective —analyzing customer feedback with internal data to identify areas for improvement and innovation. The Lead collaborates closely with cross-functional teams, including regional Leads, management teams, product development, marketing, sales, and support, to streamline processes, resolve pain points, deliver impactful solutions and create seamless interactions across all touchpoints. As a people manager, the Customer Experience Lead is proactive in identifying opportunities to enhance services, integrate new technologies and adopt industry best practices. They mentor and inspire their team, fostering a culture of empathy, accountability, and excellence. In addition, the role involves regular communication with senior Leadership, translating customer insights into actionable recommendations and strategic plans. The Customer Experience Lead acts as both practitioner and visionary, committed to advancing the organization's reputation for outstanding customer care.

Requirements

• 3–5 years of progressive experience in customer experience, or a related field.
• At least 1–2 years in a supervisory or team lead capacity within a customer-facing environment.
• Demonstrated success in managing or improving customer experience programs or initiatives.
• Experience working cross-functionally and influencing stakeholders at various organizational levels.
• Proficiency with CRM platforms and customer feedback management tools.
• Excellent communication, interpersonal, and Leadership skills.
• Strong analytical and problem-solving abilities.
• Customer-centric mindset and passion for service excellence.
• Ability to prioritize and manage multiple projects simultaneously.
• Adaptable, collaborative, and able to thrive in a fast-paced environment.

Nice To Haves

• Relevant certifications in customer experience management, service excellence, or Leadership are a plus (e.g., Certified Customer Experience Professional (CCXP), Six Sigma, or similar).

Responsibilities

• Lead and mentor a team of customer experience professionals to achieve departmental and organizational goals.
• Conduct customer surveys and interviews, analyzing feedback and data to identify trends and recommend improvements.
• Design and implement processes that enhance the customer journey across all touchpoints.
• Collaborate with cross-functional teams to ensure a unified approach to customer experience.
• Monitor and report on customer satisfaction metrics and KPIs, presenting findings to Leadership.
• Stay up to date with industry best practices and emerging trends in customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level