Team Leader, NOC - Automation -Remote

Momentum, Inc.; Maryland; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work from home

Job summary

Momentum, Inc. is seeking a Customer Experience Lead to shape and drive a customer-centered strategy across programs, services, and digital channels. You will lead research, journey mapping, and experience assessments to uncover pain points and opportunities.

The role requires ~7+ years in CX/UX disciplines, strong analytics, and excellent communication while collaborating with cross-functional teams to implement CX improvements. Flexible work-from-home options are available.

Qualifications

• Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field.
• ~7+ years of experience in CX, Service Design, UX, or related discipline.
• Experience leading customer journey mapping and service improvement initiatives.
• Strong analytical skills using customer feedback, performance metrics, and operational data to drive decisions.
• Strong communication, facilitation, presentation, and stakeholder management skills.

Responsibilities

• Develop and drive a customer-centered strategy for end-to-end experiences across programs, services, and digital channels.
• Develop and implement CX strategies aligned with organizational goals.
• Lead efforts to understand customer needs via research, feedback analysis, journey mapping, and experience assessments.
• Identify pain points, service gaps, and opportunities to improve satisfaction, engagement, and outcomes.
• Create and maintain customer journey maps, service blueprints, personas, and other CX artifacts.
• Establish customer experience metrics, KPIs, and measurement frameworks.
• Analyze customer feedback and operational data to identify trends and improvements.
• Collaborate with business, technology, operations, and service delivery teams to implement CX solutions.
• Promote human-centered design and CX best practices across the organization.
• Lead continuous improvement initiatives focused on accessibility and service effectiveness.
• Communicate insights, recommendations, and outcomes to leadership and stakeholders.

Skills

Analytical skills

Communication skills

Stakeholder management

Facilitation

Education

Bachelor's degree in Business/UX/Customer Experience or related field

Tools

Miro

Figma

FigJam

Qualtrics

Medallia

Job description

Responsibilities

• The Customer Experience (CX) Lead is responsible for developing and driving a customer-centered strategy that improves end-to-end experiences across programs, services, and digital channels.
• 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.
• 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.
• 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.
• ~ Strong analytical skills with experience using customer feedback, performance metrics, and operational data to drive decisions.
• ~ Strong communication, facilitation, presentation, and stakeholder management skills.

Qualifications

• Experience establishing and reporting on CX metrics, customer satisfaction measures, and performance indicators.
• Experience leading organizational change and customer-centric transformation initiatives.
• Familiarity with journey mapping, service blueprinting, design thinking, and continuous improvement methodologies.
• Experience using tools such as Miro, Figma, FigJam, Qualtrics, Medallia, or similar platforms.
• Customer Experience Lead
• Service Design Lead
• Human-Centered Design Lead
• Customer Success Strategy Manager
• Digital Transformation Lead with a strong CX focus
• Flexible work from home options available.