CX Strategy Lead — IT Services & ServiceNow

The Judge Group; Chicago (IL); On-site; USD 95,000 - 135,000; Full time

Job summary

The Judge Group is seeking a CX Strategist for a financial services client in Chicago to improve employee experience across Enterprise Technology Services. This role focuses on Customer Experience (CX) through data, journey mapping, employee insights, and service management best practices across IT services, ServiceNow workflows, and enterprise platforms.

Key responsibilities include analyzing IT services, creating journey maps, developing CX metrics, and presenting roadmaps to leadership.

Qualifications

• 5+ years in CX, Employee Experience, Service Design, or Experience Management.
• Strong quantitative background with CX metrics reporting.

Responsibilities

• Analyze employee experiences across IT services, ServiceNow, help desk, and apps.
• Create journey maps, service blueprints, user flows, and process docs.
• Develop CX measurement frameworks (NPS, CSAT, staff satisfaction, adoption metrics).
• Design and analyze VoC surveys and feedback programs.
• Lead workshops, focus groups, interviews, and design-thinking sessions.
• Evaluate ServiceNow and ITSM processes from an employee experience perspective.
• Present findings and roadmaps to leadership.

Skills

CX Experience

Analytics

Workshop facilitation

Executive communication

Tools

SurveyMonkey

Qualtrics

Medallia

InMoment

Power BI

Tableau

Job description

The Judge Group is seeking a CX Strategist for a financial services client in Chicago to improve employee experience across Enterprise Technology Services. This role focuses on Customer Experience (CX) through data, journey mapping, employee insights, and service management best practices across IT services, ServiceNow workflows, and enterprise platforms.

Key responsibilities include analyzing IT services, creating journey maps, developing CX metrics, and presenting roadmaps to leadership.