Remote CX Strategy Lead: Journey Maps & Insights

Momentum, Inc.; United States; Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Flexible work options

Job summary

Momentum, Inc. is seeking a Customer Experience Lead to drive a customer-centered strategy across programs, services, and digital channels. You will partner with cross-functional teams to keep customer needs at the forefront of decisions and strategy.

The ideal candidate has 7+ years in CX/UX or related fields, experience leading journey mapping and service improvements, and strong analytics and facilitation skills. Flexible work-from-home options are available.

Qualifications

• Bachelor’s degree in a related field.
• 7+ years in CX/UX or related discipline.
• Experience leading journey mapping and service improvements.
• Experience facilitating workshops and stakeholder engagement.
• Strong analytical and data-driven decision skills.
• Strong communication and stakeholder management.

Responsibilities

• Develop and implement CX 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.

Skills

CX Leadership

Journey Mapping

Service Design

Data Analysis

Stakeholder Management

Facilitation

Communication Skills

Education

Bachelor’s degree in Business or 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 partner with cross-functional teams to keep customer needs at the forefront of decisions and strategy.

The ideal candidate has 7+ years in CX/UX or related fields, experience leading journey mapping and service improvements, and strong analytics and facilitation skills. Flexible work-from-home options are available.