PURPOSE OF POSITION:


Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction.




ESSENTIAL DUTIES AND RESPONSIBILITIES:




Cross-Functional Execution


+ Drive execution of assigned CX improvements in partnership with accountable teams.

+ Confirm ownership, timelines, and handoffs for journey improvement initiatives.

+ Track initiative progress and flag risks or delays to CX leadership.

+ Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences.
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