Customer Experience (CX) SME

The Customer Experience (CX) Subject Matter Expert (SME) is responsible for driving customer-centric transformation by shaping strategy, optimizing customer journeys, and embedding experience-led design across business and technology initiatives. The role bridges business, product, and delivery teams to ensure measurable improvements in customer outcomes and business value.

Key Responsibilities:
CX Strategy & Transformation:

• Define and lead end-to-end CX strategy aligned with business goals and customer needs

• Establish frameworks to prioritize initiatives and measure CX impact (e.g., NPS, CSAT, journey KPIs)

• Translate strategic vision into actionable roadmaps and delivery plans
  

Customer Journey & Design:

• Lead customer journey mapping (current vs. future state) and identify pain points/opportunities

• Drive experience-led design thinking workshops with business stakeholders

• Ensure solutions are grounded in real customer insights and behaviors
  

Insights & Analytics:

• Leverage customer data, feedback loops, and research to generate actionable insights

• Define and track CX performance metrics and success criteria

• Support building measurable business cases tied to customer value
  

Stakeholder Management:

• Act as a trusted advisor to senior stakeholders across business, product, and IT

• Align cross-functional teams on CX priorities and outcomes

• Drive governance for CX initiatives and experience standards
  

Delivery Enablement:

• Collaborate with product, UX, and engineering teams to embed CX into delivery

• Ensure consistency of experience across digital and non-digital touchpoints

• Support solution design, scope definition, and transformation programs
  
  

Core Skills & Experience:

• 10 years experience in Customer Experience, Digital Transformation, or Consulting

Strong expertise in:

• Customer journey mapping & service design

• Design thinking methodologies

• CX measurement frameworks (NPS, VoC, experience analytics)

• Proven ability to link CX initiatives to business outcomes and ROI

• Experience in banking / financial services (preferred, given context)

• Strong stakeholder management at Director/MD level
  
  

Key Competencies:

• Customer-first mindset with strong business acumen

• Strategic thinking with hands-on delivery experience

• Data-driven decision making

• Excellent communication and storytelling (executive-level)

• Ability to operate across business and technology boundaries
  
  

Typical Deliverables:

• CX strategy & transformation roadmap

• Customer journey maps (as-is / to-be)

• Experience design frameworks and principles

• Measurement dashboards and value tracking models

• Executive-level presentations and business cases
  
  

Success Metrics:

• Improvement in customer satisfaction (NPS/CSAT)

• Increased adoption of digital/customer journeys

• Reduction in friction points and operational inefficiencies

• Demonstrable business value linked to CX initiatives

The pay range that the employer in good faith reasonably expects to pay for this position is $52.01/hour - $81.26/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.

Salary : $52 - $81