Experience Design Lead
Core
Lead strategic customer experience projects, lifecycle management, and transformation initiatives to improve customer satisfaction, loyalty, and retention.
Role type
Senior IC Experience Design Lead (Strategy & Operations)
Builds
Customer journey maps, engagement programs, end-to-end communications, and process improvements
Domain
Insurance / Customer Experience / Operations
Deliverable
dashboards & analysis
Required skills
Strategic planning, Voice of Customer (VoC) program management, Lean Six Sigma, process redesign, stakeholder management, data analytics, project governance, team leadership
Preferred skills
Change leadership, cross-functional collaboration, continuous improvement methodologies
Technologies
Lean Six Sigma, VoC platforms, CX dashboards, analytics tools
Responsibilities
Translate CX strategy into prioritized roadmaps and execution plans; oversee VoC programs and data analysis to surface insights; govern CX dashboards and KPIs; drive process redesign using Lean Six Sigma; partner with cross-functional teams to implement improvements; lead and develop the team through coaching and performance management.
Seniority
Senior, hands-on IC with leadership responsibilities
