Customer Journey Optimization Expert

Job Summary

Driving end-to-end optimization of external customer journeys, the full-time salaried Customer Journey Optimization Expert will identify friction points, develop AI-enabled solutions, and collaborate with cross-functional teams to enhance customer experiences in a virtual environment.

Key Responsibilities

• Lead end-to-end analysis and optimization of external customer journeys, identifying friction points and opportunities
• Develop and prioritize AI-enabled solutions that enhance customer experience and drive measurable business outcomes
• Collaborate cross-functionally with Operations, Technology, Data, Product, and Responsible AI partners to implement scalable solutions

Required Qualifications

• Bachelor's degree or equivalent experience with 7-10+ years in customer experience, operations, strategy, or transformation roles
• Demonstrated ability to work cross-functionally across Operations, Technology, Data, and Product teams
• Strong experience leveraging AI/automation capabilities to improve customer experience outcomes
• Advanced strategic thinking, problem-solving, and stakeholder influence skills