Customer Experience Lead & CX Strategist

CSC; United States; On-site; USD 99,000 - 108,000; Full time

Job summary

CSC is seeking a Customer Experience Manager to lead research, journey design and cross-functional facilitation within the Enterprise Technology team. You will apply CSC's CX framework from discovery through measurement, ensuring customer outcomes are realized.

The ideal candidate combines CX expertise with strong facilitation, curiosity and the ability to influence without authority. You will translate insights into prioritized actions with measurable value across initiatives.

Qualifications

• 5+ years of professional Customer Experience.
• Demonstrated experience independently leading customer research, journey mapping, experience design and insight-driven improvement initiatives.
• Qualitative research skills, including research design, interviewing, synthesis, theme development and translation of findings into actionable recommendations.
• Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer, survey design and customer experience measurement.
• Data fluency: ability to interpret survey results, operational metrics and dashboards; work comfortably in Excel; connect evidence to outcomes.

Responsibilities

• Apply CSC's established CX methodology, tools, templates and standards consistently across initiatives.
• Use the appropriate level of CX rigor based on the size, complexity, risk and customer impact of each initiative.
• Help teams understand how and when to use the CX process and identify practical improvements to tools and methods based on application.
• Contribute to a sustainable customer-centered operating rhythm within enterprise CX strategy and governance.
• Define research objectives and determine the right mix of qualitative, survey, operational and existing-data inputs.
• Design and conduct customer and employee interviews, stakeholder interviews, focus groups and observations.
• Develop clear discussion guides; synthesize qualitative findings into themes and actionable insights.
• Design or refine surveys and feedback approaches with journey-aligned measurement and closed-loop considerations.
• Analyze and connect customer feedback, survey results and operational data to distinguish root causes from symptoms.
• Lead current-state and future-state journey mapping, service blueprinting and process mapping.
• Facilitate design thinking, ideation and prioritization, translating insights into requirements.
• Prioritize opportunities and translate recommendations into roadmaps and actions.
• Facilitate workshops with senior leaders and cross-functional teams; guide groups toward decisions and ownership.
• Build credibility and influence stakeholders without formal authority.
• Develop executive-ready presentations and recommendations.
• Define measures showing CX improvements and their financial impact.
• Remain engaged through implementation to preserve outcomes.

Skills

Customer Experience

Facilitation

Cross-functional collaboration

Research design

Interviewing

Synthesis

Executive communication

Education

Bachelor's degree or equivalent

Tools

Qualtrics

Medallia

SurveyMonkey

Power BI

Job description

CSC is seeking a Customer Experience Manager to lead research, journey design and cross-functional facilitation within the Enterprise Technology team. You will apply CSC's CX framework from discovery through measurement, ensuring customer outcomes are realized.

The ideal candidate combines CX expertise with strong facilitation, curiosity and the ability to influence without authority. You will translate insights into prioritized actions with measurable value across initiatives.