Customer Experience Owner

Customer Experience Owner

Job Summary

The Customer Experience Owner is responsible for managing select client or program customer experiences (CX). This includes designing, executing, and optimizing end-to-end experiences while collaborating cross-functionally to achieve program and client goals.

Job Responsibilities

Experience Design (35%)

• Design and optimize end-to-end customer experiences using CX methodologies and tools (e.g., Blueprints, Experience Maps, CX Design Flows).
• Apply human-centered design principles to create effective CX artifacts.
• Conduct research as needed to stay informed about industry trends, market conditions, competition, and consumer behavior.
• Manage stakeholders and oversee the development and maintenance of all CX artifacts.

Roadmap Execution (35%)

• Collaborate with product and project managers to define solutions and influence priorities.
• Prepare CX updates for client quarterly business reviews (QBRs).
• Review proposed product or process changes, providing feedback and recommendations.
• Lead customer communication strategies for relevant clients, products, and services.

Customer Experience Improvement (30%)

• Monitor program performance by analyzing data and insights, partnering with relevant teams to implement changes.
• Engage cross-functional teams to address significant breakdowns affecting Net Promoter Scores (NPS).
• Recommend improvements backed by business cases, presenting suggestions to functional business leads.
• Create cost-benefit analyses (CBA) to demonstrate the business value of CX initiatives.

Qualifications

• Bachelor’s degree or 3 years of equivalent work experience (Master’s degree preferred).
• Minimum of 3 years’ experience translating client/customer needs into customer journeys, process flow maps, and organizational policies.
• At least 3 years’ experience applying CX methodologies (e.g., Blueprints, Experience Maps, Human-Centered Design principles).
• Minimum of 3 years’ experience managing cross-functional projects or client relationships in a professional setting.
• Strong analytical and cognitive skills, including root cause analysis and decision-making with minimal supervision.
• Basic understanding of voice-of-the-customer program best practices, including selecting appropriate listening posts based on channels and touchpoints.
• Proficiency in organizing structured and unstructured data into visual formats like charts, graphs, and tables for effective communication.
• Solid analytical skills, including critical thinking to evaluate data, identify relationships, and summarize results. Moderate Excel skills are required, including creating pivot tables and using functions like VLOOKUP.
• Comprehensive understanding of process improvement approaches, including evaluating feasibility and potential solutions.
• Ability to define key performance indicators (KPIs) to measure the effectiveness of changes and assess unintended consequences.
• Capable of creating basic ROI models to evaluate CX initiatives.