Customer Journey Optimization Lead

Job Overview: As the Customer Experience Strategy Lead, you will lead the design and implementation of strategies to enhance our brand's interaction with customers. You will collaborate closely with cross-functional teams to create seamless experiences that drive engagement, loyalty, and business growth.

Key Responsibilities:

• Lead the development and execution of customer experience (CX) strategies, ensuring alignment with business objectives and customer needs
• Continuously identify new problem statements, identify key member pain points, deep dive into data, come up with robust analysis and propose solutions to improve member experience
• Design and optimize the end-to-end customer journey, from initial contact through post-purchase support, leveraging customer insights and data-driven decision-making
• Collaborate with operations design, product, analytics, marketing, operations, growth, franchise ...