Customer Experience Specialist

Swoon; Virginia (MN); Hybrid; USD 47,000 - 71,000; Part time

Job summary

Swoon is seeking a Customer Experience Specialist for a 3-month hybrid contract in Hampton Roads, VA. You will map end-to-end member journeys across branches and services, conduct interviews with members and staff, and design future-state experiences to improve clarity and ease of use.

Join a financieras-focused team to translate feedback into actionable improvements, with leadership-facing presentations and ongoing journey documentation as the program evolves.

Qualifications

• Bachelor's degree or equivalent experience in relevant field.
• 2–3 years in customer experience or journey mapping in financial services.
• Strong facilitation and interview skills; translate feedback into documentation.

Responsibilities

• Map the member journey end-to-end across branch activities to identify gaps and opportunities.
• Conduct branch visits and interviews with members and frontline staff to understand pain points.
• Design improved member experiences by developing future-state journeys and practical solutions.
• Improve member communications and touchpoints by reviewing notices, scripts, letters, digital messaging, and other interactions for clarity and consistency.
• Present insights and recommendations to leadership and maintain journey maps as the experience evolves.

Skills

Facilitation

Interviews

Journey mapping

UX research

Customer-facing

Education

Bachelor's degree

Tools

Journey mapping tools

Service design methods

Job description

I'm working with one of the largest credit unions, looking for a Customer Experience Specialist to join their team!

Location: Hybrid in Hampton Roads, VA

Duration: 3 month contract with high potential to extend/convert

About this role:

• Map the member journey end-to-end across branch account opening, servicing, lending, and communications to identify gaps and opportunities for improvement.
• Conduct branch visits and interviews with members and frontline staff to understand pain points and uncover opportunities to simplify the experience.
• Design improved member experiences by developing future-state journeys and recommending practical, member-focused solutions that can be implemented operationally.
• Improve member communications and touchpoints by reviewing notices, scripts, letters, digital messaging, and other interactions for clarity, consistency, and ease of use.
• Present insights and recommendations to leadership, prioritizing improvements based on member impact and maintaining journey maps and documentation as the branch experience evolves.

Experience:

• Bachelor's degree in Business, Communications, Human-Centered Design, or related field, or equivalent experience.
• Two to three years of experience in customer experience, journey mapping, UX research, or a member/customer-facing role within financial services.
• Skilled at facilitation and interviewing, with the ability to translate qualitative feedback into clear documentation.
• Experience with journey mapping or service design tools and methods preferred.