Customer Experience Specialist

In this role, you will drive the design and improvement of internal service experiences by applying human-centered design methodologies and data-driven insights. You will partner with cross‑functional teams to understand user needs, map end-to-end journeys, and identify opportunities to improve efficiency, satisfaction, and outcomes. Responsibilities Lead workshops with senior stakeholders and cross‑functional teams to define and improve service experiences. Conduct research and synthesize qualitative and quantitative insights into clear narratives and actionable recommendations. Design and maintain CX measurement frameworks, including surveys, listening posts, and performance dashboards. Create journey maps, service blueprints, and other artifacts to visualize current and future state experiences. Collaborate with product, engineering, and operations teams to implement and iterate on experience improvements. Influence stakeholders across technical and non-technical teams without direct authority to drive alignment and adoption. Contribute to Agile workflows, including backlog refinement, story creation, and documentation. Bachelor’s degree or equivalent practical experience. 5+ years of experience in customer experience (CX), service design, or UX strategy, including work focused on internal or employee‑facing experiences. Experience facilitating workshops with cross‑functional stakeholders, including journey mapping and service blueprinting. Experience applying human-centered design (HCD) principles, including user research, synthesis, and iterative design. Experience building and managing CX measurement programs (e.g., surveys, feedback loops, dashboards). Experience working in Agile or Kanban environments using tools such as Jira or similar work management platforms. Preferred qualifications Experience in IT service management (ITSM), help desk operations, or enterprise technology support environments. Familiarity with ServiceNow (e.g., Employee Center, ITSM, or CSM modules) from a user experience perspective. Experience with automation platforms (e.g., Power Automate, Zapier, MuleSoft) or AI/ML tools applied within service environments. Formal training or certification in human-centered design methodologies (e.g., IDEO Design Thinking, Double Diamond, Stanford d.school). Experience establishing or scaling an internal CX function or practice. Experience with visualization and facilitation tools (e.g., Figma, FigJam, Miro, Mural, Lucidchart, Visio). Experience with journey mapping and journey management platforms (e.g., UXPressia, Smaply, TheyDo). Experience with Voice of Customer (VoC) platforms (e.g., Qualtrics, Medallia, SurveyMonkey, InMoment). Experience with data visualization and analytics tools (e.g., Power BI, Tableau, ServiceNow Performance Analytics). #J-18808-Ljbffr The Judge Group