CX Service Design Leader — End-to-End Journeys & AI

Flock Safety; Northern (KY); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Stock options

Job summary

Flock Safety seeks a CX Design leader to unite multi-channel support journeys and craft scalable service blueprints. You will coach a team while hands-on with service and conversation design, guiding AI-enabled support initiatives and governance of the knowledge system.

You will drive a CX transformation portfolio including platform migrations, AI deployments, telephony, and Salesforce changes, influencing cross-functional partners and decision makers.

Qualifications

• Design and improve cross-channel customer journeys and service blueprints.
• Experience leading AI-enabled support, automation, or knowledge-management initiatives.
• Strong facilitation and stakeholder-management skills across teams.
• People-management or player-coach experience coaching designers and analysts.
• Experience in service design or product operations in fast-moving environments.

Responsibilities

• Lead end-to-end support journeys across channels to resolve needs quickly.
• Oversee AI-enabled support, with safe, measurable escalation and handoffs.
• Govern a connected Help Center and AI knowledge system with clear ownership.
• Build a CX Design practice with repeatable methods and measurable influence.
• Deliver high-impact CX transformations including platform migrations and Salesforce changes.

Tools

Salesforce

Telephony systems

Job description

Flock Safety seeks a CX Design leader to unite multi-channel support journeys and craft scalable service blueprints. You will coach a team while hands-on with service and conversation design, guiding AI-enabled support initiatives and governance of the knowledge system.

You will drive a CX transformation portfolio including platform migrations, AI deployments, telephony, and Salesforce changes, influencing cross-functional partners and decision makers.