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Customer Experience (CX) SME

Job

Lorven Technologies, Inc.

Hanover, NJ (In Person)

Full-Time

Posted 4 days ago (Updated 1 day ago) • Actively hiring

Expires 7/14/2026

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Job Description

Hi Our client is looking for a Customer Experience (CX) SME project in Hanover, NJ below is the detailed requirement. Job positing

Title:

Customer Experience (CX)

SME Location:

Hanover, NJ Job description: 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. 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