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JOB SUMMARY
The Senior Customer Experience Design & Insight Lead is a highly visible global role that focuses on understanding our customers and transforming those understandings into improved, scalable digital experiences. This role blends research, journey strategy, service design, contact center technology and analytics into a single high-influence function that helps shape product, customer service and CX operating models. The Senior Customer Experience Design & insight Lead will support the customer service & technical support ecosystem by optimizing and maintaining the operational infrastructure, analyzing performance, streamlining processes, and enhancing operational efficiency. A high level of proficiency in journey orchestration, CX KPIs, Genesys & Salesforce platforms is critical.
KEY RESPONSIBILITIES
- Identify root causes of friction and opportunities to delight across journeys, channels, and segments
- Lead journey mapping, service blueprinting initiatives & facilitation of cross-functional workshops to create future state experiences
- Serve as a strategic advisor to business leaders
- Manage end to end execution of CX research, design and improvement initiatives
- Maintain and optimize CRM & CCAAS platforms (e.g., Salesforce, Genesys), ensuring effective workflow automations across the brand, identify opportunities for automation like chatbots, email workflows and AI enablement and utility of customer data.
- Build and manage dashboards, reports, and visualizations often using BI tools like Power BI and Tableau to track metrics such as CX KPIs, CX health, Case management optimization and Voice of Customer (CSAT/NPS).
- Analyze operational data to uncover trends, inefficiencies, and opportunities for improvement in the customer experience journey.
- Document workflows and processes clearly for both technical and non-technical stakeholders.
- Collaborate with departments across sales, product, support, and operations to align on customer-focused strategies.
- Participate in integrating and refining tools and systems to support seamless customer experiences across a global market
ROLE QUALIFICATIONS
EDUCATION & EXPERIENCE
REQUIRED
- Bachelor’s degree in business, Analytics, Information Systems, or related field preferred
- At least (4+) years of experience in customer experience with a focus on service design, operations & analytics
- Thorough and hands-on experience with Genesys Cloud CX (configuration, reporting, routing strategies, IVR flows and user administration) & Salesforce Service Cloud & Customer 360
- Strong analytical and data visualization skills (Excel, Tableau, Power BI) with the ability to translate into actionable insights.
- Thorough knowledge in process mapping (journey mapping) and continuous improvement methodologies.
- Experience with contact center KPIs, workforce management, technical support ticketing process and performance monitoring.
- Thorough knowledge of CRM integrations with Genesys (e.g., Salesforce) including experience with Salesforce service cloud & other digital service channels
- Proven ability to influence senior leaders and drive cross-functional alignment
- Strong project management skills with the ability to juggle multiple highly visible initiatives
- Excellent communication skills for both technical and non-technical stakeholders.
PREFERRED
- Experience with process improvement methodologies (Lean, Six Sigma, etc.) is a plus
- Digital first mindset
KEY COMPETENCIES
- Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
- Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
- Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
- Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
- Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
- Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the members that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions
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