Customer Experience Lead
Position Specific Description
The Customer Experience Lead will be responsible for designing, measuring, and continuously improving the end‑to‑end customer experience across all customer touchpoints. This role combines customer insights, service quality, and process improvement to reduce complaints, increase satisfaction, and drive loyalty.
This role will work cross-functionally to understand the voice of the customer, improve processes that cause friction, and ensure that frontline teams deliver consistent, high‑quality experiences aligned with our brand and regulatory requirements.
Customer Experience Strategy & Leadership
Translate company goals into clear CX and quality objectives, metrics, and action plans.
Serve as a champion for the customer in cross‑functional discussions and decision‑making.
Identify and prioritize high‑impact initiatives that will improve satisfaction, loyalty, and reduce complaints.
Service Quality & Process Improvement
Define and maintain quality standards for customer interactions (calls, chat, email, digital, field, etc.).
Lead or support continuous improvement efforts to remove defects and reduce effort for customers.
Work with operations, product, billing, and technology teams to implement improvements that drive measurable CX and efficiency gains.
Metrics, Reporting & Analysis
Collect and analyze customer feedback from surveys, reviews, complaints, and social media.
Track and report on key customer experience metrics (NPS, CSAT, churn rates) to measure customer satisfaction.
Identify trends, pain points, opportunities, and actionable insights to improve customer satisfaction and loyalty.
Customer Journey Design & Experience Optimization
Map key customer journeys (e.g., onboarding, billing, service changes, outages/issues, renewals) to identify friction and improvement opportunities.
Translate customer insights into business requirements.
Partner with Product, Marketing, Operations, and Digital teams to design and test improved experiences, including self‑service options.
Ensure that changes in products, pricing, and policies are reflected in clear customer communications and frontline guidance.
Manage implementation of customer experience initiatives and test new improvements.
Reporting & Recommendations
Present findings and recommendations to leadership.
Build business cases for customer experience investments based on ROI analysis.
Monitor the impact of implemented changes.
Key Skills:
Strong analytical abilities, proficiency with CX analytic tools, data visualization, communication skills, empathy for customers, and understanding of business operations.
Desired Skills:
Project management
Customer journey mapping
User experience design and improvement
Developing and enhancing customer-facing content (e.g. onboarding materials such as welcome letters)
Implementing process improvement initiatives that reduce or eliminate pain points for customers
Job Overview
Employees in this role are the recognized experts within the organization and area of focus. Employees in this job provide expertise and strategic focus needed to conduct complex operational analyses that support informed decision making within the business unit.
Job Duties & Responsibilities
Conducts analyses and prepares reports that provide operational and/or technical support to business operations
Conducts quantitative and qualitative research to support small to medium special projects
Assists with process design and modification for continuous business improvement
Directs, mentors and coaches lower level analysts
Performs other job-related duties as assigned
Required Qualifications
High School Grad / GED
Bachelor’s or Equivalent Experience
Experience: 7+ years
Preferred Qualifications
Bachelor’s Degree
