CX Transformation Lead - Remote, NOC Automation

Momentum, Inc.; Maryland; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work from home

Job summary

Momentum, Inc. is seeking a Customer Experience Lead to shape and drive a customer-centered strategy across programs, services, and digital channels. You will lead research, journey mapping, and experience assessments to uncover pain points and opportunities.

The role requires ~7+ years in CX/UX disciplines, strong analytics, and excellent communication while collaborating with cross-functional teams to implement CX improvements. Flexible work-from-home options are available.

Qualifications

• Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field.
• ~7+ years of experience in CX, Service Design, UX, or related discipline.
• Experience leading customer journey mapping and service improvement initiatives.
• Strong analytical skills using customer feedback, performance metrics, and operational data to drive decisions.
• Strong communication, facilitation, presentation, and stakeholder management skills.

Responsibilities

• Develop and drive a customer-centered strategy for end-to-end experiences across programs, services, and digital channels.
• Develop and implement CX strategies aligned with organizational goals.
• Lead efforts to understand customer needs via research, feedback analysis, journey mapping, and experience assessments.
• Identify pain points, service gaps, and opportunities to improve satisfaction, engagement, and outcomes.
• Create and maintain customer journey maps, service blueprints, personas, and other CX artifacts.
• Establish customer experience metrics, KPIs, and measurement frameworks.
• Analyze customer feedback and operational data to identify trends and improvements.
• Collaborate with business, technology, operations, and service delivery teams to implement CX solutions.
• Promote human-centered design and CX best practices across the organization.
• Lead continuous improvement initiatives focused on accessibility and service effectiveness.
• Communicate insights, recommendations, and outcomes to leadership and stakeholders.

Skills

Analytical skills

Communication skills

Stakeholder management

Facilitation

Education

Bachelor's degree in Business/UX/Customer Experience or related field

Tools

Miro

Figma

FigJam

Qualtrics

Medallia

Job description

Momentum, Inc. is seeking a Customer Experience Lead to shape and drive a customer-centered strategy across programs, services, and digital channels. You will lead research, journey mapping, and experience assessments to uncover pain points and opportunities.

The role requires ~7+ years in CX/UX disciplines, strong analytics, and excellent communication while collaborating with cross-functional teams to implement CX improvements. Flexible work-from-home options are available.