Customer Experience Lead - Remote Eligible

Customer Experience Lead

The Customer Experience Lead plays a pivotal role in shaping and elevating the customer journey across the organization. This individual is entrusted with the responsibility of overseeing the development, execution, and continuous refinement of customer experience initiatives that foster lasting relationships and drive customer loyalty. The Lead ensures that customer needs, concerns, and aspirations are heard and acted upon at every organizational level. In addition to a day-to-day operations mindset, this role requires a strategic perspective -analyzing customer feedback with internal data to identify areas for improvement and innovation. The Lead collaborates closely with cross-functional teams, including regional Leads, management teams, product development, marketing, sales, and support, to streamline processes, resolve pain points, deliver impactful solutions and create seamless interactions across all touchpoints. As a people manager, the Customer Experience Lead is proactive in identifying opportunities to enhance services, integrate new technologies and adopt industry best practices. They mentor and inspire their team, fostering a culture of empathy, accountability, and excellence. In addition, the role involves regular communication with senior Leadership, translating customer insights into actionable recommendations and strategic plans. The Customer Experience Lead acts as both practitioner and visionary, committed to advancing the organization's reputation for outstanding customer care.

Key Responsibilities

• Lead and mentor a team of customer experience professionals to achieve departmental and organizational goals.
• Conduct customer surveys and interviews, analyzing feedback and data to identify trends and recommend improvements.
• Design and implement processes that enhance the customer journey across all touchpoints.
• Collaborate with cross-functional teams to ensure a unified approach to customer experience.
• Monitor and report on customer satisfaction metrics and KPIs, presenting findings to Leadership.
• Stay up to date with industry best practices and emerging trends in customer experience.

Education Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Relevant certifications in customer experience management, service excellence, or Leadership are a plus (e.g., Certified Customer Experience Professional (CCXP), Six Sigma, or similar).

Experience Requirements

• 3-5 years of progressive experience in customer experience, or a related field.
• At least 1-2 years in a supervisory or team lead capacity within a customer-facing environment.
• Demonstrated success in managing or improving customer experience programs or initiatives.
• Experience working cross-functionally and influencing stakeholders at various organizational levels.
• Proficiency with CRM platforms and customer feedback management tools.

Skills and Competencies

• Excellent communication, interpersonal, and Leadership skills.
• Strong analytical and problem-solving abilities.
• Customer-centric mindset and passion for service excellence.
• Ability to prioritize and manage multiple projects simultaneously.
• Adaptable, collaborative, and able to thrive in a fast-paced environment.

Work Environment and Schedule

This role typically operates in a professional office environment with occasional remote work flexibility. Some evening or weekend hours may be required to address escalated customer issues or support special projects.

About DXC

DXC Technology helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com. At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace. Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.