Customer Experience CX Strategist

Overview The CX Strategist is a natural leader, responsible for defining and driving experience strategy across critical IT and service journeys. This role connects user needs, business priorities, and IT delivery to ensure experience improvements are measurable, governed, and aligned to enterprise outcomes. This individual will partner closely with Service Delivery, IT, and business stakeholders to embed experience-first thinking into governance, prioritization, and transformation initiatives. Responsibilities Governance & Standards: Define and evolve experience principles, frameworks, and standards across initiatives; establish experience KPIs aligned to business and operational metrics; ensure consistency across user-facing touchpoints and service journeys. Portfolio Alignment: Identify and prioritize critical user journeys impacting cost, risk, and productivity; translate VoC/VoE insights into actionable roadmap recommendations; partner with Service Delivery governance forums to embed experience reviews. Experience Strategy & Blueprinting: Lead persona development, journey mapping, and service blueprinting efforts; identify friction, inefficiencies, and opportunity areas across IT services; drive experience-led transformation pilots with measurable outcomes. Change & Engagement: Facilitate cross-functional workshops and design sprints; promote experience-first decision making across IT and business teams; communicate wins, impact, and progress to executive stakeholders; conduct detailed assessments of existing processes and workflows to understand current practices and identify areas for improvement; gather and analyze data through interviews, workshops, observations, and documentation reviews; prepare reports summarizing findings, including process inefficiencies, bottlenecks, and risks; develop clear guidelines, templates, and frameworks to support the implementation of standard operating models; support change management initiatives to ensure effective adoption and integration of new processes and operating models. Qualifications 8+ years in CX strategy, service design, digital transformation, or HCD Experience embedding experience governance within IT or enterprise environments Strong facilitation, storytelling, and executive communication skills Experience mapping experience initiatives to measurable business outcomes Proven experience in business analysis, or operating model design Strong analytical and problem-solving skills with attention to detail Excellent written and verbal communication skills Proficiency in process mapping tools (e.g., Visio, Lucidchart, Figma) and documentation platforms Familiarity with ITIL / Service Management environments Background in XLA, VoC/VoE, or experience measurement frameworks Salary & Benefits Salary Range: $150,000-$180,000 per year Discretionary Annual Incentive Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans Family Support: Maternal & Parental Leaves Insurance Options: Auto & Home Insurance, Identity Theft Protection Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement Time Off: Vacation, Time Off, Sick Leave & Holidays Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing Qualifications (cont.) BACHELOR OF COMPUTER SCIENCE #J-18808-Ljbffr Tata Consultancy Services