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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience leadership, including customer research, journey mapping, and experience design. Proficient in synthesizing qualitative and quantitative data to drive actionable insights and improvements.
Highest-signal resume keywords
Customer Experience LeadershipQualitative Research SkillsJourney MappingExecutive-Level Report WritingCross-Functional Facilitation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Journey MappingService BlueprintingProcess MappingSurvey DesignData AnalysisExperience MeasurementTheme DevelopmentOperational Metrics InterpretationChange Management PrinciplesInsight-Driven Improvement
Soft Skills
Influencing StakeholdersFacilitation SkillsCommunication SkillsCollaboration SkillsProblem-Solving Skills
Tools & Technologies
MiroMuralQualtricsMedalliaSurveyMonkeyAlchemerUserTestingPower BITableauServiceNow
Certifications & Qualifications
CX CertificationChange Management Training
Industry Keywords
Voice of the CustomerCustomer Experience MeasurementContinuous ImprovementExecutive PresentationsBusiness Outcome Measures
Tech Stack
Tools & technologiesServiceNowTableau
About the role
Key responsibilities & impact- Lead customer research, experience analysis, journey and process design, cross-functional facilitation, prioritization and measurement
- Apply CSC's CX methodology, tools, templates and standards across initiatives
- Define research objectives and select qualitative, survey, operational and existing-data inputs
- Conduct customer, employee and stakeholder interviews, focus groups, observations and other qualitative research
- Develop research materials and synthesize findings into themes, pain points, unmet needs and actionable insights
- Design or refine surveys and feedback approaches
- Analyze customer feedback, survey results, operational data, process information and business context
- Lead current-state and future-state journey mapping, service blueprinting and process mapping
- Facilitate design thinking, ideation and prioritization activities
- Identify process, technology, policy, data, role, governance and communication contributors to experience gaps
- Prioritize opportunities and translate recommendations into roadmaps and next actions
- Facilitate workshops with senior leaders, product, operational, technical and frontline teams
- Create executive-ready presentations, reports and recommendations
- Define experience, operational and business outcome measures
- Establish baselines, monitor progress and quantify realized CX value
- Help build business cases demonstrating financial impact
- Remain engaged through implementation to preserve intended customer outcomes
- Establish listening and closed-loop mechanisms for continuous improvement
Requirements
What you’ll need- 5+ years of professional Customer Experience
- Bachelor's degree or equivalent combination of relevant professional experience, training and demonstrated capability
- Demonstrated experience independently leading customer research, journey mapping, experience design and insight-driven improvement initiatives
- Qualitative research skills, including research design, interviewing, synthesis, theme development and translation of findings into actionable recommendations
- Working knowledge of customer journey mapping, service blueprinting, process mapping, Voice of the Customer, survey design and customer experience measurement
- Ability to interpret survey results, operational metrics and dashboards; work comfortably in Excel; combine qualitative and quantitative evidence
- Facilitation skills for senior and cross-functional groups
- Ability to influence cross-functional stakeholders and drive alignment without direct authority
- Executive-level report writing and presentation development skills
- Ability to connect customer experience issues to process, technology, policy, data, role clarity, governance and ownership factors
- Ability to connect experience improvements to operational and financial outcomes
- Comfort learning technical concepts and partnering with product, engineering, technology, security and operational teams
- Availability to work onsite in the Wilmington, Delaware office and other CSC offices periodically
- Experience managing multiple complex initiatives and stakeholders
- Preferred: Miro, Mural or similar tools
- Preferred: Qualtrics, Medallia, SurveyMonkey, Alchemer, UserTesting or similar platforms
- Preferred: Power BI, Tableau or comparable platforms
- Preferred: ServiceNow or SharePoint
- Preferred: responsible use of AI-enabled tools
- Preferred: change management and adoption principles
- Preferred: CX certification or training
Benefits
Comp & perks- Annual success-sharing bonuses or commission plans based on individual performance
- Annual leave
- Tuition reimbursement
- Referral bonuses
- Competitive and comprehensive benefits package
- Support for colleagues with disabilities and necessary workplace resources
- Hybrid or remote work schedules as business needs allow