Remote CX Lead - Customer Experience & Service Design

Momentum, Inc.; Maryland City (MD); Híbrido; USD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible work from home

Resumo da oferta

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

You will leverage insights, journey mapping, and performance metrics to identify opportunities for improvement and measure success. The role partners with cross-functional teams to keep customer needs at the center of decisions, drive transformation, and promote human-centered design throughout the organization.

Qualificações

• Bachelor’s degree in a relevant field is required.
• ~7+ years of experience in Customer Experience, Service Design, UX, or related discipline.
• Experience leading customer journey mapping and service improvement initiatives.
• Strong analytical, communication, facilitation, and stakeholder management skills.

Responsabilidades

• Develop and drive customer experience strategies aligned with organizational goals.
• Lead initiatives to understand customer needs using research and journey mapping.
• Identify pain points and opportunities to improve satisfaction and outcomes.
• Create and maintain CX artifacts like journey maps, service blueprints, and personas.
• Establish CX metrics and measurement frameworks to evaluate progress.
• Collaborate with cross-functional teams to implement customer-focused solutions.
• Promote human-centered design and best practices across the organization.
• Lead continuous improvement on satisfaction, accessibility, and service effectiveness.

Conhecimentos

CX strategy

Journey mapping

Data analysis

Stakeholder management

Formação académica

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

Ferramentas

Miro

Figma

FigJam

Qualtrics

Medallia

Descrição da oferta de emprego

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

You will leverage insights, journey mapping, and performance metrics to identify opportunities for improvement and measure success. The role partners with cross-functional teams to keep customer needs at the center of decisions, drive transformation, and promote human-centered design throughout the organization.