Customer Experience Lead

• Serve as the primary CX point of contact to Product and Value Stream leadership
• Consult with Product Managers and Value Stream Leaders to translate market trends and internal insights into product roadmap recommendations, objectives, and success metrics
• Set and operationalize CX standards
• Deploy CX COE expertise across VOC, experience design, research, and intelligence to high-value work
• Create innovative deliverables and industry-leading CX standards
• Help Product Managers translate CX trends and internal insights into roadmaps, hypotheses, and success metrics
• Train and coach Product Managers and Product Owners on journey mapping
• Monitor adherence to the CX operating model and standards
• Partner across Business, Technology, Marketing, and Data to promote consumer-first practices
• Support roadmap evaluation and tune strategies based on evolving data, trends, and technologies
• Use VOC, research, and intelligence to drive decisions and socialize insights through storytelling and insight briefings
• Track outcomes and report ROI for targeted journeys and initiatives
• Promote continuous improvement and customer focus within the organization

• 3-5 years in CX, Product, Experience Design, or Strategy within Agile environments
• Proven ability to manage adherence to standards and governance mechanisms
• Adept at cross-functional stakeholder alignment
• Comfortable spanning business, technology, and CX; can simplify complexity and inspire action
• Experience with CX and Agile frameworks, tools, and platforms
• Ability to analyze consumer experiences to identify gaps and recommend improvements while understanding business goals and technological opportunities and constraints
• Empathy, strategic thinking, creative problem-solving, and active listening skills
• Proven ability to lead without absolute authority and in ambiguous settings
• Journey mapping and management expertise, including methods, standards, and governance
• Appreciation for user experience best practices
• Data-informed decision-making using VOC, research, and behavioral science
• Fluency in value streams and product operating models, including familiarity with Agile and Design Thinking frameworks
• Exceptional, clear communication and storytelling skills; comfort interacting at all organizational levels
• Highly organized, detail-oriented, and able to manage multiple priorities in a dynamic environment
• SAFe Agile certification preferred
• Legally authorized to work in the United States without current or future employer sponsorship

Demonstrates expertise in Customer Experience (CX) management, product strategy, and experience design within Agile environments, with a strong focus on journey mapping, data-informed decision-making, and cross-functional collaboration. Proven ability to operationalize CX standards and drive continuous improvement through effective communication and stakeholder engagement.

• Customer Experience Management
• Journey Mapping Expertise
• Agile Frameworks
• Data-Informed Decision-Making
• SAFe Agile Certification

• CX Standards Operationalization
• Experience Design
• Product Roadmap Development
• VOC Analysis
• Behavioral Science Application
• Governance Mechanisms Management
• Cross-Functional Stakeholder Alignment
• Success Metrics Development
• Insight Briefing Creation
• Continuous Improvement Practices

• Empathy
• Strategic Thinking
• Creative Problem-Solving
• Active Listening
• Exceptional Communication

• SAFe Agile Certification

• Value Stream
• Consumer Experience
• Product Operating Models
• Design Thinking
• User Experience Best Practices

• Agile Tools
• CX Platforms
• Experience Design Tools
• Data Analysis Tools
• Research Methodologies