Customer Journey Lead W2 Contract (Ongoing)

Customer Journey Lead - W2

Location: Orlando FL
Work Arrangement: Hybrid (Tuesday Wednesday and Thursday in-office)
Job Category: Professional

Key Responsibilities

• Define and own the vision for your assigned customer journey ensuring it aligns with business goals and customer needs.

• Lead and evolve end-to-end journey architecture across residential and commercial segments using workshops mapping exercises and documentation to design current- and future-state experiences and optimize interactions across key business units.

• Design future-state journeys informed by industry competitive technological regulatory and environmental trends to ensure CX strategies remain innovative forward-looking and aligned with organizational strategic plans.

• Help champion the voice of the customer across the organization by ensuring decisions are grounded in empathy customer insights and a data-driven understanding of residential and commercial experiences.

• Partner with Market Research to design and leverage customer insights programs that identify emerging trends and opportunities; translate findings into actionable recommendations and develop business cases to support prioritization and implementation.

• Partner with BRM and Business Planning to develop implement and manage a multi-year CX roadmap for residential and commercial experiences prioritizing high-impact feasible initiatives that reduce friction and elevate customer experience outcomes.

• Collaborate with key partners across the organization to ensure journey accuracy support process improvements and ensure customer-centric solutions are integrated across residential and commercial experiences.

• Use storytelling and visual communication to translate complex processes into compelling narratives that influence leaders drive clarity and support adoption of customer-centric practices and CX initiatives.

• Partner with the analytics team to develop maintain and monitor journey-level KPIs and dashboards to measure performance and drive continuous improvement.

• Maintain governance and version control to ensure journey documentation is accurate standardized and leadership-ready.

• Support the CX Manager in executing enterprise CX strategy and ensuring alignment with the organizations mission and strategic priorities.

Required Qualifications & Experience

• 5 years of experience in progressive customer experience strategy development and management owning and implementing customer experiences and improvement initiatives and current- and future-state journey mapping. (Product ownership or business process improvement is a plus.)

• Proven track record of leading large-scale cross-functional initiatives from concept to delivery.

• PMP or Scrum Master certifications.

• Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.

• Exceptional communication and visual storytelling skills to influence stakeholders and drive clarity.

• Familiarity with SLAs commercial contracts and multi-touchpoint operational workflows.

• A customer-centric mindset with a passion for creating intuitive impactful experiences.

Preferred Qualifications

• Customer Experience (CX) certification.

• Experience in a utility company or energy-related service company.

• Experience with Agile methodologies and tools is a plus.

Education & Experience

Bachelors degree preferred or 5 years of experience in progressive customer experience strategy development and management owning and implementing customer experiences and improvement initiatives and current- and future-state journey mapping. (Product ownership or business process improvement is a plus.)

Work Arrangement

Hybrid - Orlando FL

The candidate will be expected to report to the office when requested and work in-office at least three days per week (Tuesday Wednesday and Thursday).

Required Skills:

Customer Journey MappingCustomer ExperienceCX