Principal Customer Experience Partner
HybridJohnston, Rhode Island, United States
Job Summary
Define Customer-first thinking, speaking, and acting across teams, products, and processes by translating experience principles into everyday colleague behaviors. Remove adoption barriers, identify root causes, and co-design solutions that reduce friction while promoting and rewarding desired cultural shifts. Lead initiatives from concept through implementation, applying discovery and validation methods to influence senior leaders and rally colleagues around measurable action. Drive decision-making changes through storytelling, coaching, and partnership to sustain and evolve a customer-obsessed culture. This role requires a seasoned innovator to execute cross-functional programs in a matrixed organization, with a 40+ hour schedule including four days in-office and one remote day.
Required Qualifications
- Bachelor's degree
- Progressive Experience in customer experience, innovation, service/process design, transformation, and/or client management
- Customer-obsessed, curious, and creative leader with a strong blend of strategy and hands-on delivery
- Proven ability to lead and manage multiple, cross-functional programs in matrixed organizations
- Skilled at influencing stakeholders and building trust
- Ability to analyze data to identify trends, root causes, and opportunities
- Strong storytelling skills (narrative constructing, visualization/design and verbal delivery)
- Comfortable with ambiguity, iteration, and challenging the status quo
- Work Authorization: Applicants, including current OPT, L and other visa holders, must be authorized to work in the U.S. without the need for new employer sponsorship for themselves or their spouses now and in the future
Desired Qualifications
- Master's degree
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