Senior Customer Experience & CX Strategy Lead

Foley; Piscataway Township (NJ); On-site; USD 65,000 - 75,000; Full time

Job summary

Foley is seeking a Customer Experience Specialist in Piscataway, NJ to lead the CX strategy across channels, manage feedback programs, and drive improvements in customer satisfaction. The role requires strong collaboration with sales, operations, and product teams to standardize processes and leverage CRM/ERP data for actionable insights.

Responsibilities include overseeing communication standards, reducing friction in customer journeys, and supporting events to enhance brand presence, with a

Qualifications

• 7–12+ years in customer experience, operations, or digital transformation roles.

Responsibilities

• Lead the customer experience strategy across channels and locations.
• Manage the customer feedback and survey program with measurable results.
• Establish and monitor customer communication standards including proactive updates and escalations.
• Improve customer processes by reducing friction and strengthening cross-functional collaboration.
• Standardize and scale customer-facing processes and drive adoption of digital platforms.
• Support events and retail merchandising to strengthen brand presence.

Skills

Communication

Relationship-building

Cross-functional collaboration

Analytical thinking

Problem-solving

Tools

Dynamics

Power BI

CRM/ERP systems

Job description

Foley is seeking a Customer Experience Specialist in Piscataway, NJ to lead the CX strategy across channels, manage feedback programs, and drive improvements in customer satisfaction. The role requires strong collaboration with sales, operations, and product teams to standardize processes and leverage CRM/ERP data for actionable insights.

Responsibilities include overseeing communication standards, reducing friction in customer journeys, and supporting events to enhance brand presence, with a