Customer Journey Lead - W2 Contract (Ongoing)

Tricon Solutions; Orlando (FL); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Tricon Solutions in Orlando, FL is seeking a Customer Journey Lead to own and evolve the end-to-end customer journey for residential and commercial segments. The role focuses on aligning CX strategies with business goals, leveraging workshops, mapping exercises, and governance to deliver measurable improvements.

You will collaborate with Market Research, BRM, and Analytics to design insights-driven roadmaps, monitor KPI outcomes, and advocate customer-centric practices across the organization.

Qualifications

• 5+ years in progressive customer experience strategy development and management.
• Proven track record leading large-scale cross-functional initiatives from concept to delivery.
• PMP or Scrum Master certifications.
• Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.
• Exceptional communication and visual storytelling skills to influence stakeholders.
• Familiarity with SLAs, commercial contracts, and multi-touchpoint operational workflows.
• A customer-centric mindset with a passion for creating intuitive, impactful experiences.

Responsibilities

• Define and own the vision for the assigned customer journey, ensuring alignment with business goals.
• Lead and evolve end-to-end journey architecture across residential and commercial segments using workshops, mapping, and documentation.
• Design future-state journeys informed by industry trends to ensure CX strategies are innovative and aligned with plans.
• Champion the voice of the customer by grounding decisions in empathy and data.
• Partner with Market Research to design and leverage customer insights programs and develop business cases.
• Collaborate with BRM and Business Planning to develop and manage a multi-year CX roadmap for residential and commercial experiences.
• Collaborate with key partners to ensure journey accuracy and customer-centric solutions across experiences.
• Use storytelling and visual communication to translate complex processes into compelling narratives for leaders.
• Partner with analytics to develop, maintain, and monitor journey KPIs and dashboards.
• Maintain governance and version control for journey documentation.
• Support the CX Manager in executing enterprise CX strategy.

Skills

Analytical skills

Communication & storytelling

Customer-centric mindset

Stakeholder influence

Journey mapping experience

Education

Bachelor's degree

PMP or Scrum Master certifications

Tools

Jira

Project management tools

Job description

Customer Journey Lead - W2

Location: Orlando, FL

Work Arrangement: Hybrid (Tuesday, Wednesday, and Thursday in office)

Job Category: Professional

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 organizational strategic plans.
• Help champion the voice of the customer across the organization by ensuring decisions are grounded in empathy, customer insights, and a 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 analytics 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 the organization's mission and strategic priorities.

Required Qualifications & Experience

• 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 is a plus.)
• Proven track record of leading large-scale, cross-functional initiatives from concept to delivery.
• PMP or Scrum Master certifications.
• 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.

Preferred Qualifications

• Customer Experience (CX) certification.
• Experience in a utility company or energy-related service company.
• Experience with Agile methodologies and tools is a plus.

Education & Experience

Bachelor's degree 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 is a plus.)

Work Arrangement

Hybrid - Orlando, FL

The candidate will be expected to report to the office when requested and work in-office at least three days per week (Tuesday, Wednesday, and Thursday).