Remote Customer Experience Strategy Lead

M Inc; United States; Hybrid; USD 75.000 - 110.000; Vollzeit

Zusammenfassung

Momentum, Inc. is seeking a Customer Experience Lead to develop a customer-centered strategy across programs and digital channels, partnering with cross-functional teams to keep customer needs at the forefront.

The role leverages journey mapping, service design, and performance metrics to drive improvements and measure success. With 7+ years in CX/UX and related fields, you will lead initiatives, create CX artifacts, and establish KPIs while promoting human-centered design.

Qualifikationen

• Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field.
• 7+ years of experience in Customer Experience (CX), Service Design, User Experience (UX), Human-Centered Design, Business Transformation, or a related discipline.
• Demonstrated experience leading customer journey mapping and service improvement initiatives.
• Experience facilitating workshops, stakeholder engagement sessions, and collaborative problem-solving activities.
• Strong analytical skills with experience using customer feedback, performance metrics, and operational data to drive decisions.
• Strong communication, facilitation, presentation, and stakeholder management skills.

Aufgaben

• Develop and implement customer experience strategies that align with organizational goals and objectives.
• Lead efforts to understand customer needs through research, feedback analysis, journey mapping, and experience assessments.
• Identify pain points, service gaps, and opportunities to improve customer satisfaction, engagement, and outcomes.
• Facilitate workshops, discovery sessions, and stakeholder engagements to build alignment and drive improvements.
• Create and maintain customer journey maps, service blueprints, personas, and other CX artifacts.
• Establish customer experience metrics, KPIs, and measurement frameworks to evaluate effectiveness and track progress.
• Analyze customer feedback and operational data to identify trends, insights, and improvement opportunities.
• Collaborate with business, technology, operations, and service delivery teams to implement customer-focused solutions.
• Promote human-centered design and customer experience best practices throughout the organization.
• Lead continuous improvement initiatives focused on enhancing customer satisfaction, accessibility, and service effectiveness.
• Communicate customer insights, recommendations, and outcomes to leadership and stakeholder groups.

Kenntnisse

Strong analytical skills

Communication

Facilitation

Stakeholder management

Problem solving

Ausbildung

Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field

Tools

Miro

Figma

FigJam

Qualtrics

Medallia

Jobbeschreibung

Momentum, Inc. is seeking a Customer Experience Lead to develop a customer-centered strategy across programs and digital channels, partnering with cross-functional teams to keep customer needs at the forefront.

The role leverages journey mapping, service design, and performance metrics to drive improvements and measure success. With 7+ years in CX/UX and related fields, you will lead initiatives, create CX artifacts, and establish KPIs while promoting human-centered design.