Job 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.

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