Customer Experience Lead

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    "location": {
      "city": "Georgetown",
      "state": "Section Houston",
      "postalCode": "BHF",
      "addressCountry": "Guyana"
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    "datePosted": "2026-05-26",
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    "description": "<p><span style=\"font-weight: bold\"><span>Status: </span></span><span>Full time Position</span></p>\n<p><span style=\"font-weight: bold\"><span>Job Title:</span></span><span> Customer Experience Lead</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span>Objectives of this Role</span></span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: rgb(36, 36, 36)\">Plan with business executives and stakeholders</span></span></p>\n<p><span style=\"color: rgb(36, 36, 36)\"> </span></p>\n<p><span style=\"color: rgb(36, 36, 36)\">The role of the customer experience<span> </span></span><span style=\"color: rgb(36, 36, 36)\">lead</span><span style=\"color: rgb(36, 36, 36)\"><span> </span>exceeds customer service management. They plan with business executives new and innovative ways to address customer issues. They also discuss new initiatives with stakeholders in sales, marketing, customer support and senior leadership and they're involved in improving the company's brand.</span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: rgb(36, 36, 36)\">Design and improve customer experience</span></span></p>\n<p><span style=\"color: rgb(36, 36, 36)\"> </span></p>\n<p><span style=\"color: rgb(36, 36, 36)\">This begins with understanding the customers and their specific needs.<span> </span></span><span style=\"color: rgb(36, 36, 36)\">The customer experience lead<span> </span></span><span style=\"color: rgb(36, 36, 36)\">can then create a clear customer experience vision. This is a statement on how they intend to serve the customers. For instance, the customer experience vision could be <em>Deliver exceptional experiences with every single interaction creating life-long clients that in addition to staying, also inform their friends about us</em>. Once this is clear, the CXM then designs a customer experience strategy. This outlines how they intend to perform the vision.</span></p>\n<p><span style=\"color: rgb(36, 36, 36)\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: rgb(36, 36, 36)\">Job Description</span></span></p>\n<p><span style=\"color: rgb(36, 36, 36)\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: rgb(36, 36, 36)\">Key Responsibilities:</span></span></p>\n<p><span style=\"color: rgb(36, 36, 36)\"> </span></p>\n<ul>\n<li><span>Design the target customer experience across the E2E customer journey for direct customers and channel partners</span></li>\n<li><span>Perform customer journey mapping and identify the moments that matter most to customers using customer insight, data and research</span></li>\n<li><span>Document current customer journeys and identify and validate pain points using business and customer insight and data. Design interim customer journeys to address immediate pain points together with designing the target customer journey across human and digital mediums</span></li>\n<li><span>Align target customer experience with Inmarsat’s customer promise and identify ways to demonstrate and deliver on promises across the customer journeys</span></li>\n<li><span>Accountable for delivery of CX improvements identified through the journey mapping work</span></li>\n<li><span>Identify and baseline key metrics to measure the impact of the improvements</span></li>\n<li><span>Raise awareness of and train colleagues on the importance and techniques of customer centric design methodology</span></li>\n<li><span>Develop an enabling customer centric culture where everyone understands and embraces the role they place both individually and as part of a team in delivering exceptional customer experiences. </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: rgb(36, 36, 36)\">Qualifications</span></span></p>\n<p><span style=\"color: rgb(36, 36, 36)\"> </span></p>\n<p><span style=\"font-weight: bold\"><span style=\"color: rgb(36, 36, 36)\">Essential Knowledge and Skills:</span></span></p>\n<ul>\n<li><span>Significant Customer Experience Design (CxD) responsibility with proven record of delivering improved CSAT and NPS scores, growing revenue and reducing churn</span></li>\n<li><span>5+ years’ experience in Omni channel CxD within a multi-national organisation driving transformational change</span></li>\n<li><span>Strong background with CxD methodology and tools (e.g. Figma</span><span>, Service Blueprinting</span><span>).</span></li>\n<li><span>Strong influencing skills to create a Customer 1st culture and mobilise the organisation</span></li>\n<li><span>Proactive manager of stakeholders, with an ability to build credibility, trust and rapport at all levels (including C-levels) within a matrix organisation.</span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span>DISCLAIMER</span></span></p>\n<p><br></p>\n<p><span>The above statements are intended to describe the general nature and level of work being</span></p>\n<p><span>performed by persons assigned to this classification.  They are not intended to be construed as an </span><span>exhaustive list of all responsibilities, duties and skills required of personnel so classified</span><span>.</span></p>",
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