[Hiring] Customer Experience Lead @Momentum, Inc.

Role Description

The Customer Experience (CX) Lead is responsible for developing and driving a customer-centered strategy that improves end-to-end experiences across programs, services, and digital channels. This role leads customer experience initiatives by leveraging customer insights, service design methodologies, journey mapping, and performance metrics to identify opportunities for improvement and measure success. The CX Lead partners with cross-functional teams to ensure customer needs remain at the center of decision-making and organizational priorities.

Key Responsibilities

• Develop and implement customer experience strategies that align with organizational goals and objectives.
• Lead efforts to understand customer needs through research, feedback analysis, journey mapping, and experience assessments.
• Identify pain points, service gaps, and opportunities to improve customer satisfaction, engagement, and outcomes.
• Facilitate workshops, discovery sessions, and stakeholder engagements to build alignment and drive improvements.
• Create and maintain customer journey maps, service blueprints, personas, and other CX artifacts.
• Establish customer experience metrics, KPIs, and measurement frameworks to evaluate effectiveness and track progress.
• Analyze customer feedback and operational data to identify trends, insights, and improvement opportunities.
• Collaborate with business, technology, operations, and service delivery teams to implement customer-focused solutions.
• Promote human-centered design and customer experience best practices throughout the organization.
• Lead continuous improvement initiatives focused on enhancing customer satisfaction, accessibility, and service effectiveness.
• Communicate customer insights, recommendations, and outcomes to leadership and stakeholder groups.

Qualifications

• Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field.
• 7+ years of experience in Customer Experience (CX), Service Design, User Experience (UX), Human-Centered Design, Business Transformation, or a related discipline.
• Demonstrated experience leading customer journey mapping and service improvement initiatives.
• Experience facilitating workshops, stakeholder engagement sessions, and collaborative problem-solving activities.
• Strong analytical skills with experience using customer feedback, performance metrics, and operational data to drive decisions.
• Strong communication, facilitation, presentation, and stakeholder management skills.

Preferred Qualifications

• Experience developing CX strategies and governance frameworks.
• Experience establishing and reporting on CX metrics, customer satisfaction measures, and performance indicators.
• Experience leading organizational change and customer-centric transformation initiatives.
• Familiarity with journey mapping, service blueprinting, design thinking, and continuous improvement methodologies.
• Experience using tools such as Miro, Figma, FigJam, Qualtrics, Medallia, or similar platforms.

Ideal Candidate Background

• Customer Experience Lead
• CX Manager
• Service Design Lead
• Human-Centered Design Lead
• Experience Strategy Lead
• Customer Success Strategy Manager
• Digital Transformation Lead with a strong CX focus

Benefits

• Flexible work from home options available.