Customer Experience Lead

Role Overview

Develop and drive a customer-centered strategy to improve end-to-end experiences across programs, services, and digital channels. Leverage customer insights, service design methodologies, journey mapping, and performance metrics to identify opportunities for improvement and measure success.

What You Will Do

Develop and implement customer experience strategies, lead efforts to understand customer needs, identify pain points and opportunities for improvement, and establish customer experience metrics and measurement frameworks.

Why It Might Be a Fit

The ideal candidate has 7+ years of experience in Customer Experience, Service Design, or a related discipline, and strong analytical, communication, and facilitation skills.

Requirements

• Bachelor’s degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or 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 with experience using customer feedback, performance metrics, and operational data to drive decisions
• Strong communication, facilitation, presentation, and stakeholder management skills