Customer Journey & Experience Lead

Key Responsibilities:

• Lead initiatives to enhance the end-to-end customer journey for a defined service or product segment, ensuring efficiency, consistency, and delight.
• Analyze customer feedback, behavioral data, and operational metrics to identify friction points and recommend actionable improvements.
• Collaborate with cross-functional teams—including product, digital, marketing, operations, IT, and customer service—to implement enhancements.
• Map, document, and continuously refine processes, journeys, and touchpoints to align with customer needs.
• Monitor key experience metrics and provide insights to leadership for data-driven decision-making.
• Ensure a seamless omni-channel experience across digital, self-service, and assisted channels.
• Drive adoption of new processes or initiatives while maintaining alignment with business strategy.
• Mentor and guide team members to foster a customer-centric mindset an...