Customer Experience Strategy

Job Summary:

The CXSM Associate supports the mapping, analysis, and governance of customer journeys across digital, assisted, and field channels. Reporting to the CXSM Lead, this role contributes to experience documentation, insight interpretation, and journey optimization activities.

As an external hire, this role is intended for candidates with exposure to CX frameworks, service design tools, or customer research methods gained from prior experience in industries such as
telecommunications, banking, utilities, healthcare, or digital services
. The role requires strong coordination and documentation skills, analytical thinking, and familiarity with CX tools and practices.

Responsibilities:

• Designs, documents, and updates customer journeys using standardized CX tools and frameworks
• Implement CX governance practices (e.g., journey reviews, insight tracking, issue logs)
• Performs analysis of customer feedback, metrics (e.g., NPS,...