Remote Customer Experience Strategy Lead

Momentum, Inc.; Maryland; Remote; USD 75,000 - 110,000; Full time

Job summary

Momentum, Inc. is seeking a Customer Experience Lead to drive a customer-centered strategy across programs, services, and digital channels.

You will leverage insights, service design, journey mapping, and performance metrics to identify opportunities and measure success. The CX Lead partners with cross-functional teams to ensure customer needs stay at the center of decisions, promote human-centered design, and drive continuous improvement.

Qualifications

• Bachelor's degree in a related field.
• 7+ years in CX, service design, UX or related disciplines.
• Experience leading journey mapping and service improvements.
• Strong facilitation and stakeholder engagement experience.
• Data-driven decisions using customer feedback and metrics.
• Excellent communication, facilitation, and presentation skills.

Responsibilities

• Develop and implement CX strategies aligned with goals.
• Lead research, journey mapping, and experience assessments.
• Identify pain points and opportunities to improve satisfaction and outcomes.
• Facilitate workshops and stakeholder engagements to drive improvements.
• Create journey maps, service blueprints, and CX artifacts.
• Establish CX metrics and KPIs to track progress.
• Collaborate with business, technology, operations, and service delivery teams.
• Promote human-centered design and continuous improvement.

Skills

CX strategy

Service design

UX design

Human-centered design

Business transformation

Stakeholder management

Communication

Facilitation

Presentation skills

Data analysis

Education

Bachelor's degree in related field

Tools

Miro

Figma

FigJam

Qualtrics

Medallia

Job description

Momentum, Inc. is seeking a Customer Experience Lead to drive a customer-centered strategy across programs, services, and digital channels.

You will leverage insights, service design, journey mapping, and performance metrics to identify opportunities and measure success. The CX Lead partners with cross-functional teams to ensure customer needs stay at the center of decisions, promote human-centered design, and drive continuous improvement.