Customer Experience Owner

Job Purpose:

The Customer Experience Owner is responsible for designing, executing, and optimizing end-to-end customer experiences for specific clients or programs. The role collaborates cross-functionally with internal teams to improve customer journeys, enhance service delivery, and drive customer satisfaction through data insights and customer experience methodologies.

Key Responsibilities:

Experience Design (35%)

• Design and optimize end-to-end customer experiences using CX methodologies and tools such as service blueprints, experience maps, and CX design flows.
• Apply human-centered design principles when developing customer experience artifacts.
• Conduct research on industry trends, competitors, customers, and market best practices.
• Manage CX artifacts and collaborate with stakeholders to maintain customer experience initiatives.

Roadmap Execution (35%)

• Collaborate with product managers and project managers to define CX solutions and influence prioritization.
• Prepare and present Customer Experience updates for Client Quarterly Business Reviews (QBRs).
• Review proposed product or process changes and provide recommendations to improve the customer journey.
• Lead customer communication strategies for relevant clients, products, and services.

Customer Experience Improvement (30%)

• Monitor program performance using analytics and insights to identify CX improvement opportunities.
• Work with cross-functional teams to resolve issues impacting customer satisfaction and Net Promoter Score (NPS).
• Recommend improvements by creating business cases based on insights and research findings.
• Develop cost-benefit analyses (CBA) to demonstrate the value of CX initiatives.

Basic Qualifications:

Education:

• Bachelor s degree or equivalent experience (minimum 3 years).
• Master s degree preferred.

Experience:

• Minimum 3 years of experience translating customer needs into customer journeys and process flow maps.
• Minimum 3 years of experience using CX methodologies such as service blueprints, experience maps, and human-centered design.
• Minimum 3 years of cross-functional project leadership or client-facing relationship management experience.

Skills and Knowledge:

• Strong analytical and root cause analysis skills.
• Ability to organize structured and unstructured data into charts, graphs, and reports.
• Intermediate Excel skills including pivot tables and VLOOKUP.
• Understanding of Voice of Customer (VoC) programs and customer feedback channels.
• Ability to build ROI models and business cases.
• Strong communication, stakeholder management, and presentation skills.

Preferred Skills:

• Experience with customer analytics tools and Net Promoter Score (NPS).
• Understanding of Agile principles and working with Agile teams.
• Experience supporting customer interactions across channels such as phone, web, mobile applications, and in-person service.
• Knowledge of user-centered design (UCD) and CX tools.
• Advanced Microsoft Office skills.
• Strong project management and change management abilities.