Job Description

The Customer Experience (CX) Team serves as the documentor and gatekeeper of the compan'y end-to-end customer journey, also known as the "world map". This role is reponsible for documenting and maintaining a clear, accurate view of all departmental processes that impact the client experience. By identifying friction points or process misalignments, the CX Team encures that customer interactions remain smooth, efficient, and aligned with company standards. The role plays a key part in protecting the client experience from internal complexity ad in driving cross-functional alignment to support satisfaction, retention, and continuous improvement.

Roles and Responsibilities:


• Customer Experience uses data and feedback to understand the full customer journey, enhance client satisfaction, drive loyalty, and support better business decisions.
• Maintain and regularly update the company's end-to-end customer journey, and escalate or recommend solutions for improvement.
• Monitor and review changes to internal processes and assess their impact on overall customer journey.
• Collaborate with department heads to ensure-related workflows are properly aligned and do not create unnecessary friction or confusion.
• Act as gatekeeper of customer-facing processes to ensure they are clear, consistent, and aligned with delivering a positive client experience.