itel · 20 hours ago
Customer Experience Designer and Manager
United States
Full-time
Remote
Mid, Senior Level
4+ years expitel is a global company focused on improving customer experiences, and they are seeking a Senior Customer Experience Design & Insight Lead. This role involves understanding customer needs and transforming insights into improved digital experiences, optimizing operational infrastructure, and leading cross-functional initiatives.
Financial ServicesInsuranceProperty ManagementReal Estate
Hiring Manager
Joseph Kapusta
Responsibilities
Identify root causes of friction and opportunities to delight across journeys, channels, and segments
Lead journey mapping, service blueprinting initiatives & facilitation of cross-functional workshops to create future state experiences
Serve as a strategic advisor to business leaders
Manage end to end execution of CX research, design and improvement initiatives
Maintain and optimize CRM & CCAAS platforms (e.g., Salesforce, Genesys), ensuring effective workflow automations across the brand, identify opportunities for automation like chatbots, email workflows and AI enablement and utility of customer data
Build and manage dashboards, reports, and visualizations often using BI tools like Power BI and Tableau to track metrics such as CX KPIs, CX health, Case management optimization and Voice of Customer (CSAT/NPS)
Analyze operational data to uncover trends, inefficiencies, and opportunities for improvement in the customer experience journey
Document workflows and processes clearly for both technical and non-technical stakeholders
Collaborate with departments across sales, product, support, and operations to align on customer-focused strategies
Participate in integrating and refining tools and systems to support seamless customer experiences across a global market
Qualification
Required
Bachelor's degree in business, Analytics, Information Systems, or related field preferred
At least (4+) years of experience in customer experience with a focus on service design, operations & analytics
Thorough and hands-on experience with Genesys Cloud CX (configuration, reporting, routing strategies, IVR flows and user administration) & Salesforce Service Cloud & Customer 360
Strong analytical and data visualization skills (Excel, Tableau, Power BI) with the ability to translate into actionable insights
Thorough knowledge in process mapping (journey mapping) and continuous improvement methodologies
Experience with contact center KPIs, workforce management, technical support ticketing process and performance monitoring
Thorough knowledge of CRM integrations with Genesys (e.g., Salesforce) including experience with Salesforce service cloud & other digital service channels
Proven ability to influence senior leaders and drive cross-functional alignment
Strong project management skills with the ability to juggle multiple highly visible initiatives
Excellent communication skills for both technical and non-technical stakeholders
Preferred
Experience with process improvement methodologies (Lean, Six Sigma, etc.) is a plus
Digital first mindset
Company
itel
We optimize the claims experience and deliver trusted solutions using data, technology, expert analysis, and people.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2025-05-20Acquired
Leadership Team
Jolene Young
Chief Financial Officer
Austin Stanley
Manager of Strategic Partnerships
Recent News
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