SysMind, LLC
SysMind, LLC

Customer Experience (CX) SME

Rosemont, IL, US • Posted 2 days ago • Updated 2 days ago
Contract Independent
Contract Corp To Corp
Contract W2
12 Months
No Travel Required
On-site
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • CUSTOMER JOURNEY MAPPING
  • DESIGN THINKING
  • SME

Summary

Job Title: Customer Experience (CX) SME
Location: Hanover, NJ- Onsite
Duration: Long Term Contract

Domain: Customer Experience (CX), Digital Transformation, Consulting, Banking/Financial Services

Job Summary

Seeking an experienced Customer Experience (CX) Subject Matter Expert (SME) to drive customer-centric transformation initiatives, develop CX strategies, optimize customer journeys, and embed experience-led design across business and technology programs. The ideal candidate will bridge business, product, and delivery teams while delivering measurable improvements in customer satisfaction, operational efficiency, and business outcomes.

Required Skills

  • Customer Experience (CX) Strategy & Transformation
  • Customer Journey Mapping (As-Is / To-Be)
  • Service Design
  • Design Thinking Methodologies
  • Voice of Customer (VoC)
  • CX Measurement Frameworks (NPS, CSAT, Experience Analytics)
  • Customer Insights & Analytics
  • Digital Transformation Programs
  • Stakeholder Management (Director/MD Level)
  • Business Case Development & ROI Analysis
  • Executive-Level Communication & Storytelling
  • Cross-Functional Leadership
  • Governance & Change Management

Key Responsibilities

  • Define and lead enterprise CX strategy aligned with business objectives.
  • Create CX transformation roadmaps and execution plans.
  • Conduct customer journey mapping and identify improvement opportunities.
  • Facilitate design thinking workshops and experience design sessions.
  • Analyze customer feedback, research, and behavioral data.
  • Establish and track CX KPIs, NPS, CSAT, and customer value metrics.
  • Build business cases demonstrating ROI and customer impact.
  • Partner with product, UX, engineering, and business teams.
  • Drive CX governance, standards, and best practices.
  • Present strategic recommendations to senior leadership.

Preferred Skills

  • Banking / Financial Services industry experience
  • Digital channel transformation experience
  • Experience working with enterprise-scale customer transformation initiatives
  • Consulting background

SYSMIND LLC is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without any discrimination. We promote and support a diverse workforce at all levels in the company. All job offers are contingent upon completion of a satisfactory background check and reference checks. Additionally passing the drug test may also be required. All contractors intending to work on SYSMIND's W2 are "at will" employees.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10114932
  • Position Id: 133368-9119-
  • Posted 2 days ago
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