Customer Experience Specialist Job Dallas area,Texas USA,IT/Tech

I. WORK TO BE PERFORMED

5 or more years of experience in customer experience, service design, or UX strategy, with a meaningful portion in an internal or employee-facing context
Expert facilitator with proven ability to lead complex workshops with senior stakeholders and cross-functional teams, including journey mapping and service blueprinting
Working knowledge of human-centered design (HCD) principles and methods, with ability to apply empathy‑led research, synthesis, and iterative design thinking
Deep experience designing and operating CX measurement programs: surveys, listening posts, dashboards, and trend analysis
Strong analytical skills with ability to synthesize qualitative and quantitative data into clear narratives and priorities
Experience working in Agile or Kanban environments with proficiency in Jira or equivalent work management tools
Demonstrated ability to build relationships and influence without authority across technical and non-technical audiences

II. SKILL AND EXPERIENCE

REQUIRED:

Experience in IT service management (ITSM) environments, Help Desk operations, or enterprise technology support contexts
Familiarity with Service Now (Employee Center, ITSM/CSM modules) from a user experience perspective
Exposure to enterprise integration patterns, automation platforms (Power Automate, Zapier, Mule Soft), or AI/ML tools in a service context
Formal background in human-centered design methodologies (IDEO Design Thinking, Double Diamond, Stanford d.school, or equivalent)
Experience building or contributing to an internal CX practice from the ground up
Expert-level facilitation tools:
Fig Jam/Figma, Miro, Mural;
Lucidchart or Visio for structured diagrams; UXPressia or Smaply for journey map portfolios;
They Do for enterprise journey management
VoC/feedback platforms:
Survey Monkey, Qualtrics, Medallia, or In Moment
Dashboards and analytics:
Power BI, Tableau, Service Now Performance Analytics

#J-18808-Ljbffr