Role Purpose:

Acts as a strategic design partner within the CX Strategy team, responsible for shaping and visualizing the enterprise-wide CX vision, principles, and blueprints. This role requires the ability to illustrate complex strategic concepts into compelling frameworks, storytelling materials, and roadmaps. It supports leadership in envisioning the "future CX state," while also ensuring defined KPIs, roadmaps, and transformations are executed toward measurable value realization.

Key Responsibilities:

• Develop and illustrate the enterprise CX vision, blueprint, and principles in ways that inspire organization-wide adoption (consulting-style design and articulation).
• Translate leadership strategy into structured frameworks, CX playbooks, and visual storytelling decks for alignment across the organization.

Support strategic program development and orchestration by crafting frameworks such as channel strategies, product CX roadmaps, and end-to-end customer journey mapping.

• Own the design and maintenance of the CX dashboard, ensuring seamless visualization of metrics, actions, and outcomes.
• Support CX blueprinting exercises, including ideal customer journey experiences and inter-departmental alignment frameworks.
• Partner with cross-functional teams to formalize and document strategic initiatives and ensure outputs are clearly communicated.
• Assist leadership in preparing consulting-grade artifacts to communicate progress, direction, and customer-driven outcomes.
• Ensure organizational value realization by connecting CX vision and design to measurable business outcomes, customer satisfaction, and efficiency metrics.
• Contribute to the internal knowledge base for CX strategy, frameworks, and practices to build organizational maturity.