Customer Experience Manager (UI/UX)

RESPONSIBILITIES:
Kforce has a client in search of a Customer Experience Manager (UI/UX) in Houston, TX. This is a hybrid role which will require 4 days onsite, 1 day remote.

Key Tasks:
* Develop and execute a scalable, customer experience strategy that aligns with revenue and growth objectives, while remaining adaptable to local market needs; Build and maintain CX roadmaps that drive consistency, measurable outcomes, and meaningful engagement across all customer touchpoints
* Develop detailed customer personas and conduct in-depth research to understand user behaviors, preferences, and pain points across diverse markets
* Design and own the future-state customer journey; Build KPIs for customer engagement touchpoints to measure value delivered
* Establish and track CX-related KPIs, such as NPS, CSAT, and CES; Measure performance and report insights to senior leadership to enable data-driven decision-making
* Oversee and manage design and build of wireframes, prototypes, and strategies that drive intuitive, inclusive user experiences; Ensure designs meet accessibility standards, conducting accessibility compliance reviews to ensure inclusivity
* Perform regular usability testing to refine product interactions and gather direct feedback for continuous improvement
* Manage and maintain digital products and platforms to deliver the customer journey and enhance customer experience
* Manage and maintain design systems (e.g., InVision, Adobe) to ensure consistency across digital products and platforms
* Collaborate with the Digital Leaders to develop and implement the CX strategy and future-state customer journey
* Work closely with Product Managers and other leaders to align on CX feature development and ensure that customer insights are incorporated into product roadmaps and vision

REQUIREMENTS:
* Bachelor's degree required; Master's degree preferred (e.g., MBA, Human-Centered Design, Behavioral Science, Digital Strategy)
* Professional certifications preferred: CCXP (CXPA), Design Thinking (IDEO/Stanford), Human-Centered Design (LUMA), UX Certification (NN/g)
* 10 years of progressive experience in CX, UX, or digital strategy roles, with at least 4 years in a senior leadership capacity
* Demonstrated success in enterprise journey design, digital transformation initiatives, and managing CX teams
* Experience leading cross-functional initiatives in matrixed organizations
* Strategic thinker with a proven ability to architect and deliver customer experience strategies at scale
* Deep understanding of CX measurement frameworks and ability to operationalize customer feedback into performance improvement
* Mastery of human-centered design principles, usability testing, and behavioral analytics
* Highly skilled in stakeholder communication and executive influence
* Proven leadership and mentorship in building CX teams and fostering a customer-first culture
* Knowledge of enterprise digital platforms, Agile development methodologies, and change management

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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