Customer Experience & Systems Lead
About the role
The Customer Experience & Systems Lead plays a crucial role in ensuring a seamless and data-driven customer journey. This position is foundational to a scalable, technology-enabled customer experience, focusing on systems, data, and customer operations.
Responsibilities
Own and govern customer master data to ensure accuracy, consistency, and integrity across systems
Establish and maintain data standards, audit processes, and ongoing data quality controls
Manage and optimize customer-facing technologies, including e-commerce and other digital tools
Serve as a key liaison between business stakeholders and IT for system updates, testing, and issue resolution
Support development and refinement of customer data models and workflows
Monitor and audit data inputs to ensure consistency across customer systems
Develop and maintain customer-focused KPIs, dashboards, and reporting
Provide actionable insights to improve customer experience, operational efficiency, and adoption of digital tools
Support training and enablement of internal teams on customer-facing tools and reporting
Partner cross-functionally to align systems, data, and processes with evolving customer needs
Requirements
Bachelor’s degree in Business Administration, Information Systems, Business Analytics, or a related field (e.g., Operations, Supply Chain, or IT)
5+ years’ experience in customer operations, data analytics, systems management, or related field
Strong analytical skills with experience in reporting tools (e.g., Power BI, Excel)
Experience working with CRM systems and/or ERP platforms (SAP, Salesforce)
Ability to manage and support new systems and processes
High attention to detail with a control-oriented mindset