The Customer Experience Lead develops and implements strategies to improve end-to-end customer experiences across digital and service channels. They collaborate with cross-functional teams to analyze feedback and metrics, ensuring customer needs drive organizational decision-making.
Position Overview
The Customer Experience (CX) Lead is responsible for developing and driving a customer-centered strategy that improves end-to-end experiences across programs, services, and digital channels. This role leads customer experience initiatives by leveraging 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 ensure customer needs remain at the center of decision-making and organizational priorities.
Key Responsibilities
Develop and implement customer experience strategies that align with organizational goals and objectives.
Lead efforts to understand customer needs through research, feedback analysis, journey mapping, and experience assessments.
Identify pain points, service gaps, and opportunities to improve customer 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 enhancing customer satisfaction, accessibility, and service effectiveness.
Communicate customer insights, recommendations, and outcomes to leadership and stakeholder groups.
Required Qualifications
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.
Preferred Qualifications
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.
Ideal Candidate Background
Customer Experience Lead
CX Manager
Service Design Lead
Human-Centered Design Lead
Experience Strategy Lead
Customer Success Strategy Manager
Digital Transformation Lead with a strong CX focus
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
