Customer Experience Professional
Customer Service
Remote
Posted on Jun 26, 2026
Job Title: Customer Experience Professional
Location: Remote
Duration: 6 Months Cntract
Note: This role requires availability for command center support during key launch periods, including occasional nights and weekends based on business need, with advance notice provided. The position plays a critical role in helping ensure successful launch stabilization, timely issue resolution, effective stakeholder communication, and ongoing process improvement to enhance the consumer experience.
Description:
This job will have the following responsibilities:
Qualifications & Requirements:
- The Senior Consumer Experience Professional ensures optimized interaction between the company and members, with a strong focus on launch readiness, command center operations, and post-deployment stabilization.
- This role supports product and experience launches by helping drive successful implementation outcomes and a return to baseline performance in less than or equal to four days following deployment.
- This role serves as a key command center consultant during product launches and support periods.
- Work assignments involve moderately complex to complex issues where analysis requires evaluation of multiple factors.
- In addition, this position performs data analysis on RAID logs and post-deployment surveys to identify trends, lessons learned, and opportunities for continuous improvement.
- The Senior Consumer Experience Professional may leverage voice of the customer, NPS, root cause analysis, call listening, and member experience design to identify friction points and support experience optimization.
- Work is performed with limited direction and includes decision-making on moderately complex to complex issues.
- The incumbent exercises considerable latitude in determining objectives and approaches to assignments.
Qualifications & Requirements:
- 5 or more years of consumer operations experience and/or data analytics
- Experience supporting operational readiness, command center activities, incident triage, or launch/post-deployment support
- Flexibility to work nights and weekends on a rotational basis with advance notice
- Proficiency in Microsoft Office applications, including Word, PowerPoint, Excel, Teams, and Forms
- Strong ability to create, maintain, and analyze RAID logs and related operational documentation
- Ability to interpret assignments and understand department strategy
- Excellent time management, organization, and multitasking skills
- Experience making decisions and working independently with little supervision
- Strong verbal and written communication skills with the ability to tailor messaging to mixed audiences
- Demonstrated strength in meeting facilitation, meeting etiquette, documentation, and note-taking
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
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