Customer Experience Lead

Jobtailor; New Jersey; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a senior CX leader to partner with Product and Value Streams to translate market trends into actionable roadmaps and success metrics. You will set CX standards, deploy CX expertise across VOC, research, and intelligence, and create deliverables that raise industry CX benchmarks.

In this role you will coach PMs and Owners on journey mapping, monitor adherence to the CX operating model, and collaborate across Business, Tech, Marketing, and Data to promote consumer-first

Qualifications

• 3-5 years in CX, Product, Experience Design, or Strategy within Agile environments.
• Proven ability to manage adherence to standards and governance mechanisms
• Adept at cross-functional stakeholder alignment
• Comfortable spanning business, technology, and CX; can simplify complexity and inspire action
• Experience with CX and Agile frameworks, tools, and platforms
• Ability to analyze consumer experiences to identify gaps and recommend improvements while understanding business goals and technological opportunities and constraints
• Empathy, strategic thinking, creative problem-solving, and active listening skills
• Proven ability to lead without absolute authority and in ambiguous settings
• Journey mapping and management expertise, including methods, standards, and governance
• Appreciation for user experience best practices
• Data-informed decision-making using VOC, research, and behavioral science
• Fluency in value streams and product operating models, including familiarity with Agile and Design Thinking frameworks
• Exceptional, clear communication and storytelling skills; comfort interacting at all organizational levels
• Highly organized, detail-oriented, and able to manage multiple priorities in a dynamic environment
• SAFe Agile certification preferred

Responsibilities

• Serve as the primary CX point of contact to Product and Value Stream leadership
• Consult with Product Managers and Value Stream Leaders to translate market trends and internal insights into product roadmap recommendations, objectives, and success metrics
• Set and operationalize CX standards
• Deploy CX COE expertise across VOC, experience design, research, and intelligence to high-value work
• Create innovative deliverables and industry-leading CX standards
• Help Product Managers translate CX trends and internal insights into roadmaps, hypotheses, and success metrics
• Train and coach Product Managers and Product Owners on journey mapping
• Monitor adherence to the CX operating model and standards
• Partner across Business, Technology, Marketing, and Data to promote consumer-first practices
• Support roadmap evaluation and tune strategies based on evolving data, trends, and technologies
• Use VOC, research, and intelligence to drive decisions and socialize insights through storytelling and insight briefings
• Track outcomes and report ROI for targeted journeys and initiatives
• Promote continuous improvement and customer focus within the organization

Skills

Customer Experience Management

Journey Mapping Expertise

Agile Frameworks

Data-Informed Decision-Making

SAFe Agile Certification

Tools

CX Platforms

Experience Design Tools

Data Analysis Tools

Job description

• Serve as the primary CX point of contact to Product and Value Stream leadership
• Consult with Product Managers and Value Stream Leaders to translate market trends and internal insights into product roadmap recommendations, objectives, and success metrics
• Set and operationalize CX standards
• Deploy CX COE expertise across VOC, experience design, research, and intelligence to high-value work
• Create innovative deliverables and industry-leading CX standards


• Help Product Managers translate CX trends and internal insights into roadmaps, hypotheses, and success metrics
• Train and coach Product Managers and Product Owners on journey mapping
• Monitor adherence to the CX operating model and standards
• Partner across Business, Technology, Marketing, and Data to promote consumer-first practices
• Support roadmap evaluation and tune strategies based on evolving data, trends, and technologies
• Use VOC, research, and intelligence to drive decisions and socialize insights through storytelling and insight briefings
• Track outcomes and report ROI for targeted journeys and initiatives
• Promote continuous improvement and customer focus within the organization

Requirements

• 3-5 years in CX, Product, Experience Design, or Strategy within Agile environments
• Proven ability to manage adherence to standards and governance mechanisms
• Adept at cross-functional stakeholder alignment
• Comfortable spanning business, technology, and CX; can simplify complexity and inspire action
• Experience with CX and Agile frameworks, tools, and platforms
• Ability to analyze consumer experiences to identify gaps and recommend improvements while understanding business goals and technological opportunities and constraints


• Empathy, strategic thinking, creative problem-solving, and active listening skills
• Proven ability to lead without absolute authority and in ambiguous settings
• Journey mapping and management expertise, including methods, standards, and governance
• Appreciation for user experience best practices
• Data-informed decision-making using VOC, research, and behavioral science
• Fluency in value streams and product operating models, including familiarity with Agile and Design Thinking frameworks
• Exceptional, clear communication and storytelling skills; comfort interacting at all organizational levels
• Highly organized, detail-oriented, and able to manage multiple priorities in a dynamic environment
• SAFe Agile certification preferred
• Legally authorized to work in the United States without current or future employer sponsorship

Core Competencies

Demonstrates expertise in Customer Experience (CX) management, product strategy, and experience design within Agile environments, with a strong focus on journey mapping, data-informed decision-making, and cross-functional collaboration. Proven ability to operationalize CX standards and drive continuous improvement through effective communication and stakeholder engagement.

Highest-signal resume keywords

• Customer Experience Management
• Journey Mapping Expertise
• Agile Frameworks
• Data-Informed Decision-Making
• SAFe Agile Certification

ATS Optimization Keywords

Hard Skills

• CX Standards Operationalization
• Experience Design
• Product Roadmap Development
• VOC Analysis
• Behavioral Science Application
• Governance Mechanisms Management
• Cross-Functional Stakeholder Alignment
• Success Metrics Development
• Insight Briefing Creation
• Continuous Improvement Practices

Soft Skills

• Empathy
• Strategic Thinking
• Creative Problem-Solving
• Active Listening
• Exceptional Communication

Certifications & Qualifications

• SAFe Agile Certification

Industry Keywords

• Value Stream
• Consumer Experience
• Product Operating Models
• Design Thinking
• User Experience Best Practices

Tools & Technologies

• Agile Tools
• CX Platforms
• Experience Design Tools
• Data Analysis Tools
• Research Methodologies