Customer Experience Lead

This is a Fully Remote Job
About Our Client:
The organization operates within the customer experience and service design space, addressing challenges related to improving end-to-end experiences across programs, services, and digital channels. It focuses on using customer insights and performance metrics to enhance satisfaction and engagement through strategic initiatives and cross-functional collaboration.
About the Opportunity:
The CUSTOMER EXPERIENCE LEAD is responsible for developing and executing a customer-centered strategy that enhances experiences across the organization’s offerings. The role drives improvements by leveraging research, journey mapping, and performance data, ensuring customer needs are central to organizational decisions and priorities. This position contributes by leading efforts to identify service gaps and measure success, influencing positive change across teams.
Responsibilities:
Develop and implement customer experience strategies aligned with organizational goals
Lead research and analysis to understand customer needs and identify improvement opportunities
Facilitate workshops and stakeholder engagements to foster alignment and drive enhancements
Create and maintain customer journey maps, service blueprints, and related artifacts
Establish and track customer experience metrics and KPIs to evaluate effectiveness
Analyze customer feedback and operational data for insights
Collaborate with business, technology, and operations teams to implement customer-focused solutions
Promote human-centered design and customer experience best practices
Lead continuous improvement initiatives focused on customer satisfaction, accessibility, and service quality
Communicate insights and recommendations to leadership and stakeholders
Requirements:
Bachelor’s degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field
Minimum 7 years of experience in Customer Experience, Service Design, User Experience, Human-Centered Design, Business Transformation, or related disciplines
Proven experience leading customer journey mapping and service improvement initiatives
Skilled in facilitating workshops and stakeholder engagement
Strong analytical skills using customer feedback and performance data
Effective communication, facilitation, presentation, and stakeholder management skills
Pay Range and Compensation Package:
The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes