Customer Experience CX Strategist

Job Description
Must Have Technical/Functional Skill. The CX Strategist is a natural leader, responsible for defining and driving experience strategy across critical IT and service journeys. This role connects user needs, business priorities, and IT delivery to ensure experience improvements are measurable, governed, and aligned to enterprise outcomes. This individual will partner closely with Service Delivery, IT, and business stakeholders to embed experience‑first thinking into governance, prioritization, and transformation initiatives.

Roles & Responsibilities
Governance & Standards

Define and evolve experience principles, frameworks, and standards across initiatives

Establish experience KPIs aligned to business and operational metrics

Ensure consistency across user‑facing touchpoints and service journeys

Portfolio Alignment

Identify and prioritize critical user journeys impacting cost, risk, and productivity

Translate VoC/VoE insights into actionable roadmap recommendations

Partner with Service Delivery governance forums to embed experience reviews

Experience Strategy & Blueprinting

Lead persona development, journey mapping, and service blueprinting efforts

Identify friction, inefficiencies, and opportunity areas across IT services

Drive experience‑led transformation pilots with measurable outcomes

Facilitate cross‑functional workshops and design sprints

Promote experience‑first decision making across IT and business teams

Communicate wins, impact, and progress to executive stakeholders

Conduct detailed assessments of existing processes and workflows to understand current practices and identify areas for improvement

Gather and analyze data through interviews, workshops, observations, and documentation reviews

Prepare reports summarizing findings, including process inefficiencies, bottlenecks, and risks

Develop clear guidelines, templates, and frameworks to support the implementation of standard operating models

Support change management initiatives to ensure effective adoption and integration of new processes and operating models

Salary Range: $150,000 - $180,000 per year

Benefits

Discretionary Annual Incentive

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans

Family Support: Maternal & Parental Leaves

Insurance Options: Auto & Home Insurance, Identity Theft Protection

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement

Time Off: Vacation, Time Off, Sick Leave & Holidays

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing

Qualifications

8+ years in CX strategy, service design, digital transformation, or HCD

Experience embedding experience governance within IT or enterprise environments

Strong facilitation, storytelling, and executive communication skills

Experience mapping experience initiatives to measurable business outcomes

Proven experience in business analysis or operating model design

Strong analytical and problem‑solving skills with attention to detail

Excellent written and verbal communication skills

Proficiency in process mapping tools (Visio, Lucidchart, Figma) and documentation platforms

Familiarity with ITIL / Service Management environments

Background in XLA, VoC/VoE, or experience measurement frameworks

BACHELOR OF COMPUTER SCIENCE

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