Customer Experience Lead

Position Overview

The Customer Experience (CX) Lead is responsible for developing and driving a customer-centered strategy that improves end-to-end experiences across programs, services, and digital channels. This role leads customer experience initiatives by leveraging customer insights, service design methodologies, journey mapping, and performance metrics to identify opportunities for improvement and measure success. The CX Lead partners with cross-functional teams to ensure customer needs remain at the center of decision-making and organizational priorities.

Key Responsibilities

• Develop and implement customer experience strategies that align with organizational goals and objectives.
• Lead efforts to understand customer needs through research, feedback analysis, journey mapping, and experience assessments.
• Identify pain points, service gaps, and opportunities to improve customer satisfaction, engagement, and outcomes.
• Facilitate workshops, discovery sessions, and stakeholder engagements to build alignment and drive improvements.
• Create and maintain customer journey maps, service blueprints, personas, and other CX artifacts.
• Establish customer experience metrics, KPIs, and measurement frameworks to evaluate effectiveness and track progress.
• Analyze customer feedback and operational data to identify trends, insights, and improvement opportunities.
• Collaborate with business, technology, operations, and service delivery teams to implement customer-focused solutions.
• Promote human-centered design and customer experience best practices throughout the organization.
• Lead continuous improvement initiatives focused on enhancing customer satisfaction, accessibility, and service effectiveness.
• Communicate customer insights, recommendations, and outcomes to leadership and stakeholder groups.

Required Qualifications

• Bachelor's degree in Business, Human-Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or related field.
• 7+ years of experience in Customer Experience (CX), Service Design, User Experience (UX), Human-Centered Design, Business Transformation, or a related discipline.
• Demonstrated experience leading customer journey mapping and service improvement initiatives.
• Experience facilitating workshops, stakeholder engagement sessions, and collaborative problem-solving activities.
• Strong analytical skills with experience using customer feedback, performance metrics, and operational data to drive decisions.
• Strong communication, facilitation, presentation, and stakeholder management skills.

Preferred Qualifications

• Experience developing CX strategies and governance frameworks.
• Experience establishing and reporting on CX metrics, customer satisfaction measures, and performance indicators.
• Experience leading organizational change and customer-centric transformation initiatives.
• Familiarity with journey mapping, service blueprinting, design thinking, and continuous improvement methodologies.
• Experience using tools such as Miro, Figma, FigJam, Qualtrics, Medallia, or similar platforms.

Ideal Candidate Background

• Customer Experience Lead
• CX Manager
• Service Design Lead
• Human-Centered Design Lead
• Experience Strategy Lead
• Customer Success Strategy Manager
• Digital Transformation Lead with a strong CX focus

Flexible work from home options available.

Compensation: $75,000.00 - $110,000.00 per year

Momentum, Inc. (Momentum) is a small, women-owned IT and Management Consulting firm based in Camp Hill, Pennsylvania. Founded in 1998, Momentum has grown to employ more than 75 employees and expand its services to public and private sector clients throughout the mid-Atlantic region, resulting in the successful delivery of more than 450 projects to more than 100 unique customers of all shapes and sizes across a broad range of industries and specialties.

Momentum is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and not on race, citizenship status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law.

Momentum provides a full complement of technical and professional services within our four core service offerings:

• Management Consulting
• Process Improvement
• Project Management
• Implementation Support