Customer Experience (CX) Lead

Kelly Services; Boston (MA); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Bonus or Commission eligible

Job summary

Motion Recruitment Partners (MRP) is seeking a Customer Experience Lead to drive engagement, retention, and the overall journey across marketing, product, and service teams. You will guide CX initiatives from planning through execution, leveraging research and data to minimize friction across touchpoints.

The role emphasizes coordinating stakeholders, tracking performance, and enabling continuous improvement of customer-focused programs within a global organization.

Qualifications

• Experience with customer research, competitive research, and customer journey mapping.
• Proven ability to lead projects from concept through execution.
• Experience analyzing data, identifying trends, and applying insights to improve outcomes.
• Ability to collaborate with and influence cross-functional teams.
• 5-7 years of experience in customer experience, project management, CRM, or digital marketing.
• Experience working with customer experience initiatives in a large or global organization.
• Experience developing project documentation, process guides, or training materials.
• Bachelor’s degree in marketing, business, or a relevant field.

Responsibilities

• Lead the planning, execution, and delivery of customer experience projects
• Manage day-to-day activities, timelines, stakeholders, and deliverables for CX initiatives
• Use customer feedback, research, data, and industry trends to identify opportunities to improve customer journey
• Partner with marketing, ecommerce, product, customer service, and field leadership teams
• Identify opportunities to improve processes, efficiency, and scalability
• Support enterprise-wide customer experience initiatives and work closely with senior leadership

Skills

Customer research

Competitive research

Customer journey mapping

Project leadership

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree (marketing, business, or relevant field)

Job description

$40 - $45

Job Description

A global energy technology company is hiring a Customer Experience (CX) Lead to help improve customer engagement, retention, and the overall customer journey. In this role, you’ll lead customer experience projects from planning through execution while working with teams across marketing, product, customer service, and field leadership.

You’ll use customer research, feedback, and data to identify opportunities to improve customer experience and reduce friction across different customer touchpoints. This position will also play an important role in coordinating stakeholders, tracking project performance, and helping the organization continuously improve its customer-focused initiatives.

Required Skills & Experience

• Experience with customer research, competitive research, and customer journey mapping
• Proven ability to lead projects from concept through execution
• Experience analyzing data, identifying trends, and applying insights to improve outcomes
• Ability to collaborate with and influence cross-functional teams

Desired Skills & Experience

• 5-7 years of experience in customer experience, project management, CRM, or digital marketing
• Experience working with customer experience initiatives in a large or global organization
• Experience developing project documentation, process guides, or training materials
• Bachelor’s degree in marketing, business, or a relevant field

What You Will Be Doing

Daily Responsibilities

• 100% Hands On
• Lead the planning, execution, and delivery of customer experience projects
• Manage day-to-day activities, timelines, stakeholders, and deliverables for CX initiatives
• Use customer feedback, research, data, and industry trends to identify opportunities to improve customer journey
• Partner with marketing, ecommerce, product, customer service, and field leadership teams
• Identify opportunities to improve processes, efficiency, and scalability
• Support enterprise-wide customer experience initiatives and work closely with senior leadership

The Offer

• Bonus OR Commission eligible

You will receive the following benefits

• Medical Insurance
• Dental Benefits
• Vision Benefits
• Paid Time Off (PTO)
• 401(k) {including match – if applicable}

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.