CX Lead - Senior
CX Lead - Senior
Posted on :
30-07-2025
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1 Vacancy
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Job Description
Job Summary:
The Customer Experience (CX) Lead will drive customer-centric improvements by leading CX initiatives and working with cross-functional teams to develop user research personas journey maps and experience blueprints. The role focuses on uncovering opportunities to improve customer experience and shape a customer-centric future ensuring customer insights inform product roadmaps service design and digital transformation strategies.
The Customer Experience (CX) Lead will drive customer-centric improvements by leading CX initiatives and working with cross-functional teams to develop user research personas journey maps and experience blueprints. The role focuses on uncovering opportunities to improve customer experience and shape a customer-centric future ensuring customer insights inform product roadmaps service design and digital transformation strategies.
Location: Toronto Ontario Canada
Responsibilities:
- Support the development and execution of the CX strategy ensuring a seamless experience across all touchpoints.
- Lead and execute CX-related projects overseeing large-scale initiatives or multiple medium-sized efforts.
- Analyze complex scenarios to uncover root causes and generate insights.
- Lead customer journey mapping integrating multiple data sources to identify pain points and opportunities.
- Support workflow mapping activities to visualize current and future-state processes.
- Present CX insights and findings to leadership and stakeholders.
- Refine feedback loops and Voice of Customer (VoC) initiatives.
- Conduct qualitative and quantitative research including user interviews.
- Collaborate with product owners and cross-functional teams ensuring CX insights shape product roadmaps.
- Identify risks issues and opportunities providing data-driven recommendations.
- Facilitate CX workshops engaging stakeholders to foster collaboration.
- Promote digital-first standards processes and toolkits.
- Advocate for digital products and services driving adoption.
- Engage with executives and key stakeholders addressing concerns and aligning CX initiatives.
- Provide expertise in developing and executing strategic plans.
- Develop and implement research plans to gather insights into customer behaviors needs and pain points.
- Support VoC programs by managing feedback channels to measure experience and track satisfaction.
- Create and refine customer journey maps (current and future state).
- Develop and/or contribute to service blueprints that map customer interactions.
- Create ecosystem maps to illustrate stakeholder relationships.
- Analyze and synthesize CX data producing insights reports.
- Translate complex data and customer insights into compelling stories.
- Support the development and execution of the CX strategy ensuring a seamless experience across all touchpoints.
- Lead and execute CX-related projects overseeing large-scale initiatives or multiple medium-sized efforts.
- Analyze complex scenarios to uncover root causes and generate insights.
- Lead customer journey mapping integrating multiple data sources to identify pain points and opportunities.
- Support workflow mapping activities to visualize current and future-state processes.
- Present CX insights and findings to leadership and stakeholders.
- Refine feedback loops and Voice of Customer (VoC) initiatives.
- Conduct qualitative and quantitative research including user interviews.
- Collaborate with product owners and cross-functional teams ensuring CX insights shape product roadmaps.
- Identify risks issues and opportunities providing data-driven recommendations.
- Facilitate CX workshops engaging stakeholders to foster collaboration.
- Promote digital-first standards processes and toolkits.
- Advocate for digital products and services driving adoption.
- Engage with executives and key stakeholders addressing concerns and aligning CX initiatives.
- Provide expertise in developing and executing strategic plans.
- Develop and implement research plans to gather insights into customer behaviors needs and pain points.
- Support VoC programs by managing feedback channels to measure experience and track satisfaction.
- Create and refine customer journey maps (current and future state).
- Develop and/or contribute to service blueprints that map customer interactions.
- Create ecosystem maps to illustrate stakeholder relationships.
- Analyze and synthesize CX data producing insights reports.
- Translate complex data and customer insights into compelling stories.
Required Skills & Certifications:
Preferred Skills & Certifications:
Special Considerations:
Scheduling:
Employment Type
Full-time
Key Skills
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