Customer Experience Lead

Momentum, Inc.; Maryland City (MD); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work from home

Job summary

Momentum, Inc. is seeking a Customer Experience Lead to develop and drive a customer-centered strategy across programs, services, and digital channels.

You will leverage insights, journey mapping, and performance metrics to identify opportunities for improvement and measure success. The role partners with cross-functional teams to keep customer needs at the center of decisions, drive transformation, and promote human-centered design throughout the organization.

Qualifications

• Bachelor’s degree in a relevant field is required.
• ~7+ years of experience in Customer Experience, Service Design, UX, or related discipline.
• Experience leading customer journey mapping and service improvement initiatives.
• Strong analytical, communication, facilitation, and stakeholder management skills.

Responsibilities

• Develop and drive customer experience strategies aligned with organizational goals.
• Lead initiatives to understand customer needs using research and journey mapping.
• Identify pain points and opportunities to improve satisfaction and outcomes.
• Create and maintain CX artifacts like journey maps, service blueprints, and personas.
• Establish CX metrics and measurement frameworks to evaluate progress.
• Collaborate with cross-functional teams to implement customer-focused solutions.
• Promote human-centered design and best practices across the organization.
• Lead continuous improvement on satisfaction, accessibility, and service effectiveness.

Skills

CX strategy

Journey mapping

Data analysis

Stakeholder management

Education

Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field

Tools

Miro

Figma

FigJam

Qualtrics

Medallia

Job description

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.

• 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.
• 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.

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.
• ~ Strong analytical skills with experience using customer feedback, performance metrics, and operational data to drive decisions.
• ~ Strong communication, facilitation, presentation, and stakeholder management skills.

• 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.

• Customer Experience Lead
• Service Design Lead
• Human-Centered Design Lead
• Customer Success Strategy Manager
• Digital Transformation Lead with a strong CX focus
• Flexible work from home options available.