Episode Experience Lead

Description

Responsible for executing and driving the improvements of a specific customer episode, ensuring a seamless, efficient, and delightful customer experience. Reporting directly to the Episode Experience Owner (EXO), the Experience Lead plays a critical role in identifying pain points, implementing solutions, and coordinating with cross-functional teams to enhance the customer journey.
The Lead ensures that initiatives within the episode align with the overall customer experience strategy, leveraging data, customer feedback, and industry best practices to drive continuous improvement.

DUTIES AND RESPONSIBILITIES:

Episode Execution & Optimization – Lead initiatives to enhance the customer journey within the assigned episode, ensuring a smooth and seamless experience; including supporting initiatives from NTG, ISG, and other enabling teams to deliver products and services

Customer Insights & Data-Driven Improvements – Ana...