The Customer Experience Owner is responsible for managing select client or program customer experiences (CX).
This includes designing, executing, and optimizing end-to-end experiences while collaborating cross-functionally to achieve program and client goals.Job ResponsibilitiesExperience Design (35%)Design and optimize end-to-end customer experiences using CX methodologies and tools (e.g., Blueprints, Experience Maps, CX Design Flows).Apply human-centered design principles to create effective CX artifacts.Conduct research as needed to stay informed about industry trends, market conditions, competition, and consumer behavior.Manage stakeholders and oversee the development and maintenance of all CX artifacts.Roadmap Execution (35%)Collaborate with product and project managers to define solutions and influence priorities.Prepare CX updates for client quarterly business reviews (QBRs).Review proposed product or process changes, providing feedback and recommendations.Lead customer communication strategies for relevant clients, products, and services.Customer Experience Improvement (30%)Monitor program performance by analyzing data and insights, partnering with relevant teams to implement changes.Engage cross-functional teams to address significant breakdowns affecting Net Promoter Scores (NPS).Recommend improvements backed by business cases, presenting suggestions to functional business leads.Create cost-benefit analyses (CBA) to demonstrate the business value of CX initiatives.QualificationsBachelor's degree or 3 years of equivalent work experience (Master's degree preferred).Minimum of 3 years' experience translating client/customer needs into customer journeys, process flow maps, and organizational policies.At least 3 years' experience applying CX methodologies (e.g., Blueprints, Experience Maps, Human-Centered Design principles).Minimum of 3 years' experience managing cross-functional projects or client relationships in a professional setting.Strong analytical and cognitive skills, including root cause analysis and decision-making with minimal supervision.Basic understanding of voice-of-the-customer program best practices, including selecting appropriate listening posts based on channels and touchpoints.Proficiency in organizing structured and unstructured data into visual formats like charts, graphs, and tables for effective communication.Solid analytical skills, including critical thinking to evaluate data, identify relationships, and summarize results.
Moderate Excel skills are required, including creating pivot tables and using functions like VLOOKUP.Comprehensive understanding of process improvement approaches, including evaluating feasibility and potential solutions.Ability to define key performance indicators (KPIs) to measure the effectiveness of changes and assess unintended consequences.Capable of creating basic ROI models to evaluate CX initiatives.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustries: Staffing and Recruiting
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