Customer Experience Lead

• Lead end-to-end execution of CX projects from planning, design, implementation, to post-launch evaluation
• Collaborate with cross-functional teams (Operations, IT, Marketing, Contact Center, Facilities) to ensure seamless project delivery
• Identify pain points across customer journeys and drive initiatives to enhance overall experience
• Monitor and track project progress, timelines, risks, and dependencies
• Drive adoption of CX tools and initiatives (e.g., Voice of Customer, NPS, CSAT, click-to-call, chatbot improvements)
• Ensure alignment of CX initiatives with business priorities and digital transformation roadmap
• Develop and present project updates, dashboards, and insights to stakeholders
• Lead process improvement and standardization efforts across channels
• Manage vendor coordination where applicable

Qualifications

• Bachelor’s degree in Business, Management, Healthcare Administra...