Customer Experience Specialist

In this role, you will drive the design and improvement of internal service experiences by applying human-centered design methodologies and data-driven insights. You will partner with cross‑functional teams to understand user needs, map end-to-end journeys, and identify opportunities to improve efficiency, satisfaction, and outcomes.

• Lead workshops with senior stakeholders and cross‑functional teams to define and improve service experiences.
• Conduct research and synthesize qualitative and quantitative insights into clear narratives and actionable recommendations.
• Design and maintain CX measurement frameworks, including surveys, listening posts, and performance dashboards.
• Create journey maps, service blueprints, and other artifacts to visualize current and future state experiences.
• Collaborate with product, engineering, and operations teams to implement and iterate on experience improvements.
• Influence stakeholders across technical and non-technical teams without direct authority to drive alignment and adoption.
• Contribute to Agile workflows, including backlog refinement, story creation, and documentation.
• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in customer experience (CX), service design, or UX strategy, including work focused on internal or employee‑facing experiences.
• Experience facilitating workshops with cross‑functional stakeholders, including journey mapping and service blueprinting.
• Experience applying human-centered design (HCD) principles, including user research, synthesis, and iterative design.
• Experience building and managing CX measurement programs (e.g., surveys, feedback loops, dashboards).
• Experience working in Agile or Kanban environments using tools such as Jira or similar work management platforms.

• Experience in IT service management (ITSM), help desk operations, or enterprise technology support environments.
• Familiarity with Service Now (e.g., Employee Center, ITSM, or CSM modules) from a user experience perspective.
• Experience with automation platforms (e.g., Power Automate, Zapier, Mule Soft) or AI/ML tools applied within service environments.
• Formal training or certification in human-centered design methodologies (e.g., IDEO Design Thinking, Double Diamond, Stanford d.school).
• Experience establishing or scaling an internal CX function or practice.
• Experience with visualization and facilitation tools (e.g., Figma, Fig Jam, Miro, Mural, Lucidchart, Visio).
• Experience with journey mapping and journey management platforms (e.g., UXPressia, Smaply, They Do).
• Experience with Voice of Customer (VoC) platforms (e.g., Qualtrics, Medallia, Survey Monkey, InMoment).
• Experience with data visualization and analytics tools (e.g., Power BI, Tableau, Service Now Performance Analytics).