Customer Experience strategist

About the Role
Were looking for a Customer Experience Strategist to own strategic and operational projects that improve how customers interact with our business  from digital journeys to service touchpoints. Youll bridge data technology and cross-functional execution to drive measurable improvements in customer experience.

What Youll Do
Own Strategic & Operational Projects

 46 years of relevant experience in Strategy Business Operations Program/Project Management Consulting Digital Operations Customer Experience or similar roles.

Required Skills:

About the Role Were looking for a Customer Experience Strategist to own strategic and operational projects that improve how customers interact with our business from digital journeys to service touchpoints. Youll bridge data technology and cross-functional execution to drive measurable improvements in customer experience. What Youll Do Own Strategic & Operational Projects Drive projects end-to-end from problem definition and planning to implementation and closure. Define milestones timelines dependencies and success metrics. Proactively identify risks blockers and dependencies and drive resolution. Manage Digital & Customer Experience Assets Own and govern customer-facing assets such as IVR chatbots voice bots digital journeys CRM workflows and communication journeys. Monitor performance adoption containment and customer experience metrics. Identify opportunities to simplify and improve customer journeys. Identify Problems & Drive Solutions Proactively identify customer pain points operational gaps and inefficiencies. Conduct structured root-cause analysis. Develop solution options assess impact vs. effort and recommend the right approach. Drive implementation and ensure problems stay solved. Use Data to Drive Decisions Analyse customer and operational data to identify trends and opportunities. Build dashboards reports and business reviews. Establish KPIs and translate complex data into actionable business insights. Drive Cross-Functional Execution Work closely with Customer Service Technology Product Operations Analytics and external partners. Align stakeholders establish accountability and drive timely execution. Present project updates risks decisions and recommendations to senior leadership.

Required Education:

46 years of relevant experience in Strategy Business Operations Program/Project Management Consulting Digital Operations Customer Experience or similar roles. Strong project ownership and execution skills. Data-driven approach with strong analytical skills. Excellent stakeholder management and communication skills. Proficiency in Excel/Google Sheets and PowerPoint/Google Slides. Experience with dashboards business reviews and structured reporting. Understanding of APIs aut