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Customer Experience (CX) SME

Job

Cynet Systems

Hanover, NJ (In Person)

$182,000 Salary, Full-Time

Posted 5 days ago (Updated 2 days ago) • Actively hiring

Expires 7/13/2026

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Job Description

We are looking for Customer Experience (CX) SME for our client in Hanover NJ .

Job Title:

Customer Experience (CX)

SME Job Location:

Hanover NJ Job Type:

Contract Job Overview:

Pay Range:

$85/hr - $90/hr

Requirement/Must Have:

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.

Responsibilities:

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. 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. 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. 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. 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.

Skills:

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.

Qualification And Education:

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.