Customer Journey Lead

Sun Technologies, Inc.; Orlando (FL); On-site; USD 50,000 - 71,000; Full time

Benefits offered by this job

Medical Insurance ACA compliant

401(k)

Sick leave according to laws

Job summary

Sun Technologies, Inc. is seeking a Senior CX Strategy professional in Orlando to lead end-to-end customer journey initiatives across residential and commercial segments. This 12-month contract role focuses on defining vision, aligning with business goals, and driving customer-centric improvements.

The ideal candidate has 5+ years of CX strategy experience, strong storytelling, and familiarity with agile approaches. Expect a competitive pay rate and benefits alignment as part of the engagement.

Qualifications

• Bachelor's degree preferred or 5+ years CX strategy experience.
• Experience with journey mapping and CX initiatives.

Responsibilities

• Define and own the vision for assigned customer journey.
• Lead end-to-end journey architecture across residential and commercial segments.
• Design future state journeys informed by trends to keep CX innovative.
• Champion the voice of the customer with empathy and data insights.
• Develop CX roadmap with BRM and Business Planning.
• Monitor KPIs and dashboards to drive improvement.

Skills

Customer experience

Strategy development

Data analysis

Communication

Storytelling

Agile methodologies

PMP or Scrum Master

Process improvement

Education

Bachelor's degree

Job description

Location

• : Orlando
• , Florida

: Expected 12 month contract with possible extension

Job Description

Pay Rate: $44/hr the pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA
• 401(k)
• Sick leave in compliance with applicable state, federal, and local laws

Job Description

Key Responsibilities

• Define and own the vision for your assigned customer journey, ensuring it aligns with business goals and customer needs.
• Lead and evolve end to end journey architecture across residential and commercial segments, using workshops, mapping exercises, and documentation to design current and future state experiences and optimize interactions across key business units.
• Design future state journeys informed by industry, competitive, technological, regulatory, and environmental trends to ensure CX strategies remain innovative, forward looking, and aligned with company strategic plans.
• Help champion the voice of the customer across the organization by ensuring decisions are grounded in empathy, customer insights, and data driven understanding of residential and commercial experiences.
• Partner with Market Research to design and leverage customer insights programs that identify emerging trends and opportunities; translate findings into actionable recommendations and develop business cases to support prioritization and implementation.
• Partner with BRM and Business Planning to develop, implement, and manage a multi year CX roadmap for residential and commercial experiences, prioritizing high impact, feasible initiatives that reduce friction and elevate customer experience outcomes.
• Collaborate with key partners across the organization to ensure journey accuracy, support process improvements, and ensure customer centric solutions are integrated across residential and commercial experiences.
• Use storytelling and visual communication to translate complex processes into compelling narratives that influence leaders, drive clarity, and support adoption of customer centric practices and CX initiatives.
• Partner with the analytic team to develop, maintain, and monitor journey level KPIs and dashboards to measure performance and drive continuous improvement.
• Maintain governance and version control to ensure journey documentation is accurate, standardized, and leadership ready.
• Support the CX Manager in executing enterprise CX strategy and ensuring alignment with company mission and strategic priorities.

Skills Required

• 5+ years of experience in progressive customer experience strategy development and management, owning and implementing customer experiences and improvement initiatives, and current and future state journey mapping. (Product ownership or business process improvement a plus).
• Proven track record of leading large scale, cross functional initiatives from concept to delivery.
• PMP or Scrum Master Certifications, preferred.
• Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.
• Exceptional communication and visual storytelling skills to influence stakeholders and drive clarity.
• Familiarity with SLAs, commercial contracts, and multi touchpoint operational workflows.
• A customer centric mindset with a passion for creating intuitive, impactful experiences.

Skills Preferred

• Customer Experience (CX) Certification, preferred.
• Experience in a utility company or energy-related service company, preferred.
• Experience with agile methodologies and tools is a plus.

Experience Required

• 5+ years of experience in progressive customer experience strategy development and management, owning and implementing customer experiences and improvement initiatives, and current and future state journey mapping. (Product ownership or business process improvement a plus).
• Proven track record of leading large scale, cross functional initiatives from concept to delivery.
• PMP or Scrum Master Certifications, preferred.
• Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.
• Exceptional communication and visual storytelling skills to influence stakeholders and drive clarity.
• Familiarity with SLAs, commercial contracts, and multi touchpoint operational workflows.
• Experience with agile methodologies and tools is a plus.
• A customer centric mindset with a passion for creating intuitive, impactful experiences.
• Customer Experience (CX) Certification, preferred.
• Experience in a utility company or energy-related service company, preferred.

Education Required

• Bachelor’s preferred, or 5+ years of experience in progressive customer experience strategy development and management, owning and implementing customer experiences and improvement initiatives, and current- and future-state journey mapping. (Product ownership or business process improvement a plus).