Customer Journey Lead (Utilities Experience)

VARITE INC; Orlando (FL); Hybrid; USD 52,000 - 61,000; Full time

Benefits offered by this job

Health Insurance

Retirement Plans

Legal Service Plans

Job summary

VARITE INC. is seeking a Customer Journey Lead in Orlando, FL to own and evolve end-to-end customer journeys for residential and commercial segments.

You will partner with Market Research, BRM, and Business Planning to translate insights into a strategic CX roadmap and actionable initiatives. The role requires 5+ years in customer experience strategy, strong analytical and storytelling abilities, and experience with cross-functional collaboration.

Qualifications

• 5+ years in customer experience strategy development and management.
• Proven track record leading large cross-functional initiatives.
• PMP or Scrum Master Certification is preferred.

Responsibilities

• Define and own the vision for the assigned customer journey.
• Lead end-to-end journey architecture across residential and commercial segments.
• Design future state journeys using industry and market trends.
• Champion voice of the customer with data-driven insights.
• Develop and leverage customer insights programs with Market Research.
• Create and manage a multiyear CX roadmap for residential and commercial experiences.
• Collaborate across the organization to ensure journey accuracy and customer-centric solutions.
• Translate complex processes into clear narratives to influence leadership.

Skills

Customer journey mapping

Customer experience strategy

Cross-functional leadership

Analytical skills

Communication & storytelling

SLA & contracts familiarity

Agile/Scrum awareness

Education

Bachelor's degree

Tools

PMP or Scrum Master (preferred)

Job description

VARITE is seeking a qualified Customer Journey Lead for one of its clients located in Orlando, FL

WHAT THE CLIENT DOES?

Leading Florida municipal utility providing electric and water services to Orlando, St. Cloud, and parts of unincorporated Orange and Osceola counties.

WHAT WE DO?

Established in the Year 2000, VARITE is an award-winning minority business enterprise providing global consulting & staffing services to Fortune 1000 companies and government agencies. With 850+ global consultants, VARITE is committed to delivering excellence to its customers by leveraging its global experience and expertise in providing comprehensive scientific, engineering, technical, and non-technical staff augmentation and talent acquisition services.

Job Details

Job Title: Customer Journey Lead

Duration: 12 months

Location: Orlando, FL

Pay Rate Range: $38.00 - $44.00/hr on W2

Work Mode: Hybrid

Temp to Hire

HERE'S WHAT YOU’LL DO

• 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 client’s 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 multiyear 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 client’s mission and strategic priorities.

WHAT YOU’LL NEED TO WIN

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.

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).

Additional Information

• Hybrid. Candidate will be expected to go to office when requested and at least three day per week in-office (Tuesday, Wednesday, and Thursday).

BENEFITS

We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our employees and their families. Eligible employees may receive:

• Health Insurance: Medical, dental, and vision coverage
• Retirement Plans: Participation in a company-sponsored retirement savings plan.
• Legal Service Plans: Offering access to attorneys for legal advice and representation.

VARITE is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status