Senior CX Lead: Journey Design & Impact

Corporation Service Company; Wilmington (DE); Vor Ort; USD 99.000 - 108.000; Vollzeit

Benefits dieser Stelle

Hybrid or remote work options

Tuition reimbursement

Annual leave

Zusammenfassung

Corporation Service Company (CSC) seeks a hands-on Customer Experience Manager to lead customer research, journey and process design, and cross-functional facilitation within the Enterprise Technology team. You will apply CSC's CX framework from discovery through measurement, driving practical, prioritized actions with measurable value.

The role requires strong CX expertise, facilitation and communication, with the ability to influence without authority and translate insights into business

Qualifikationen

• 5+ years of professional Customer Experience experience.
• Bachelor's degree or equivalent combination of relevant professional experience.
• Demonstrated experience independently leading customer research, journey mapping, and insight-driven improvement initiatives.
• Qualitative research skills including interview design and synthesis.
• Working knowledge of journey mapping, service blueprinting, and CX measurement.

Aufgaben

• Lead CX discovery through recommendation and measurement to improve outcomes and business performance.
• Apply established CX methodology consistently across initiatives and tailor rigor to impact.
• Design and conduct interviews, surveys and other qualitative inputs; synthesize insights into actionable improvements.
• Facilitate workshops and cross-functional sessions; translate CX concepts into executive-ready recommendations.
• Define and track experience and business outcome measures to demonstrate value and ROI.
• Remain engaged through implementation to ensure outcomes are realized and sustained.

Kenntnisse

CX strategy

Facilitation

Cross-functional collaboration

Customer research

Journey mapping

Data analysis

Communication

Ausbildung

Bachelor's degree or equivalent

Tools

Qualtrics

Medallia

Power BI

Jobbeschreibung

Corporation Service Company (CSC) seeks a hands-on Customer Experience Manager to lead customer research, journey and process design, and cross-functional facilitation within the Enterprise Technology team. You will apply CSC's CX framework from discovery through measurement, driving practical, prioritized actions with measurable value.

The role requires strong CX expertise, facilitation and communication, with the ability to influence without authority and translate insights into business