Customer Experience Owner, Remote

Description

Job Responsibilities:

Design and optimize end to end customer experiences using CX methodologies tools and artifacts effectively.
Leverage human centered design principles to create artifacts supporting customer journey mapping and insights generation.
Conduct research on industry market clients and consumers including competition analysis and best practices evaluation.
Manage stakeholders and maintain artifacts ensuring alignment with program goals and evolving customer experience strategies.
Collaborate with product and project managers to define solutions influence priorities and support execution activities.
Monitor program performance analyze insights and coordinate cross functional teams to resolve issues impacting NPS.
Develop business cases cost benefit analyses and present recommendations to improve customer experience initiatives effectively.

Skills:

Strong analytical and critical thinking abilities to evaluate data identify relationships and summarize actionable insights.
Experience using CX methodologies including blueprints experience maps and human centered design principles effectively consistently.
Ability to organize structured and unstructured data into charts graphs and tables for communication purposes.
Proficiency in Excel including pivot tables VLOOKUP and combining multiple datasets for analysis and reporting.
Knowledge of process improvement approaches using analysis and critical thinking to identify feasible solutions quickly.
Ability to identify key performance indicators and measure effectiveness of changes including unintended consequences accurately.
Strong communication skills to convey complex information clearly to stakeholders and support collaboration across teams.

Education/Experience:

Bachelor’s degree or three years equivalent work experience required with preference for master’s degree qualification.
Minimum three years experience translating needs into journeys policies procedures operations and process flow maps.
Minimum three years experience utilizing CX methodologies including blueprints maps and human centered design principles.
Minimum three years experience leading cross functional projects or managing client relationships in facing roles.
Understanding of voice of customer programs including selecting listening posts based on channels and touchpoints.
Familiarity with agile principles operations channels and experience design initiatives supporting outside in customer focus.
Experience with Microsoft Office VOC tools documentation creation management and adapting within deadline driven environments.

Highlights

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