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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Expertise in Customer Experience and Continuous Improvement, with a strong focus on journey mapping, process design, and stakeholder management. Proven ability to lead cross-functional projects and drive organizational readiness for AI and efficiency enhancements.
Highest-signal resume keywords
Customer ExperienceJourney MappingProcess DesignStakeholder Relationship ManagementChange Management
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 ExperienceContinuous ImprovementProcess DesignJourney MappingProject ManagementData IntegrationAI SolutionsProcess ExcellenceOrganizational ReadinessFeedback Analysis
Soft Skills
LeadershipInfluencingProactive CommunicationActive ListeningCreative Problem-Solving
Tools & Technologies
Data AnalyticsAI TechnologiesCollaboration ToolsProject Management Software
Industry Keywords
People & CultureCross-Functional CollaborationGlobal OrganizationsStakeholder PartnershipDigital Acumen
About the role
Key responsibilities & impact- Provide expert consultation on holistic customer experience initiatives across all People & Culture chapters/parts
- Drive customer journey mapping and partner across chapters on identified opportunities
- Lead end-to-end process management by integrating people, process, and data
- Support organizational readiness for AI and efficiency improvements
- Drive mid-to-high complexity customer experience projects across People & Culture chapters
- Serve as WPT lead, assemble resources, and bring in past work
- Facilitate cross-functional collaboration and project management across People & Culture chapters
- Represent the Voice of the Customer through sensing and insights connection with customer groups
- Establish connections between Chapters and AoP teams
- Partner with technology and data teams to identify AI and emerging solutions that enhance customer experience and operational efficiency
- Apply customer feedback and best practices in customer experience, process excellence, and continuous improvement
Requirements
What you’ll need- 8+ years of related experience in Customer Experience, Continuous Improvement or related fields
- Bachelor’s degree required; advanced degree a plus
- Proven experience in customer experience, journey mapping, process design, implementation, and continuous improvement methodologies in large global organizations
- Leadership, bold influencing, and proactive stakeholder relationship management skills with cross-functional experience within P&C
- Creative, enterprise-wide systems thinker acting as a neutral connector, integrator, and facilitator across stakeholder groups
- Proficient in change management, problem-solving, active listening, and balancing short-term and long-term goals while demonstrating a growth mindset
- Strong communication skills in English (written and spoken)
- Ability to work regularly across time zones
- Demonstrated People & Culture Capabilities: Diagnose to deliver, Stakeholder partnership, Digital & data acumen, Business acumen
Benefits
Comp & perks- Development opportunities and learning resources
- Free language courses and training
- Possibility of international assignments
- Internal position changes
- Career-shaping opportunities
- Competitive salary
- Cafeteria package
- Annual bonus
- Private Medical Services
- Employee Assistance Program
- All You Can Move Sportpass
- Coaching / mentoring opportunity
- Buddy program
- Team buildings
- Holiday party
- Home office flexibility
- Global inclusive community and collaborative culture