Customer Experience (CX) Lead

Viderity is an award-winning consulting firm that provides IT and outreach services to federal agencies and commercial organizations. You'll be working with a friendly and whip-smart team supporting a well-known organization responsible for exciting discoveries ranging from the first internet browser to black holes to the first semiconductor!

 

Note: This is a 100% remote role for people based in Washington, D.C. Metro Area – D.C., Maryland, Virginia

About the Role:

We are seeking a Customer Experience Lead to drive improvements in customer satisfaction and loyalty for our federal customer. The CX Lead will develop and implement customer experience strategies.

 

Key Responsibilities:

• Refine and develop customer feedback collection mechanisms.
• Conduct journey-mapping and customer segmentation.
• Develop and implement a CX measurement framework.
• Support innovation projects and new operating models.
• Lead marketing, communications, and change management efforts for customer experience initiatives.

 

Qualifications:

• Must possess a minimum of 5 years of progressive work experience in customer experience-related roles.
• Demonstrated expertise in developing and implementing customer experience strategies.
• Proven track record in improving customer satisfaction and loyalty.
• Strong communication and leadership skills.
• Experience with CX/UX projects and understanding of its customer-centric initiatives is preferred.

 

Salary Range: $107,000-138,000 per year

 

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance