Customer Experience Specialist

Customer Experience CX (Vs User Experience UX)
User Flow Diagram Experience
Measurement Survey Experience
Facilitation Skills

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 ServiceNow (Employee Center, ITSM/CSM modules) from a user experience perspective

Exposure to enterprise integration patterns, automation platforms (Power Automate, Zapier, MuleSoft), 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: FigJam/Figma, Miro, Mural; Lucidchart or Visio for structured diagrams; UXPressia or Smaply for journey map portfolios; TheyDo for enterprise journey management

VoC/feedback platforms: SurveyMonkey, Qualtrics, Medallia, or InMoment

Dashboards and analytics: Power BI, Tableau, ServiceNow Performance Analytics

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