CX LEAD AND CX SENIOR SPECIALIST

On behalf of our client in the Public Sector, PROCOM is looking for a CX Lead and CX Senior Specialist.

CX LEAD AND CX SENIOR SPECIALIST - JOB DESCRIPTION

• We are seeking a Customer Experience (CX) Lead to drive customer-centric improvements through research-driven insights. In this role, you will lead CX initiatives, working closely with cross-functional teams to develop key artifacts such as user research, personas, journey maps, and experience blueprints to enhance the overall customer experience.
• Your work will uncover opportunities to improve the current experience and shape a customer-centric future state. As a CX Lead, you will ensure that customer insights—including those from diverse groups such as patients, providers, and system users—inform product roadmaps, service design, and digital transformation strategies.

Deliverables:

• Develop and implement research plans to gather insights into customer behaviours, needs, and pain points using methods such as surveys, interviews, focus groups or other.
• Conduct and document user research, including customer interviews, workshops, and focus groups, to uncover deep insights into customer needs, behaviours, and expectations.
• Support VoC programs by managing feedback channels to measure experience and track satisfaction using metrics such as NPS, CSAT, CES, and sentiment analysis, translating CX data into actionable insights.
• Create and refine customer journey maps (current and future state) to visualize customer experiences, highlight pain points, and identify opportunities for improvement.
• Develop and/or contribute to service blueprints that map customer interactions across backend processes, systems, and teams, identifying inefficiencies and opportunities for improvement.
• Create ecosystem maps to illustrate stakeholder relationships, systems, and touchpoints that impact the customer experience.
• Analyze and synthesize CX data, producing insights reports that integrate qualitative and quantitative findings, including thematic analysis and survey results, to inform business decisions.
• Translate complex data and customer insights into compelling stories to drive empathy alignment, and decision-making across teams.
• Extensive experience in Customer Experience (CX) and Experience Management.
• Strong collaboration and communication skills – Ability to manage competing priorities and meet deadlines. Skilled at advocating for CX research and influencing stakeholders at all levels. A team player with a reputation for building strong working relationships.
• Design Thinking & Co-Design – Expertise in applying human-centred design principles to solve complex healthcare challenges, ensuring digital solutions are developed with and for users.
• User Research & Data – Proficient in qualitative and quantitative research methods, data collection, analysis, and insight generation. Ability to work with large datasets (Power BI, Excel) and apply deep empathy to design solutions that address patient and provider needs. Proficiency in thematic analysis and delivering insight reports with prioritised recommendations to drive product design decisions and roadmaps.
• User Segmentation & Persona Development – Experience in segmenting users based on demographics, behaviours, and preferences to tailor service design and CX strategies. Skilled in creating personas to guide decision-making.
• Journey Mapping & Service Blueprinting – Ability to map customer journeys, identifying key touchpoints, pain points, and opportunities for improvement. Skilled in developing service blueprints to optimise workflows and service delivery.
• CX Workshop Facilitation & User Interviews – Expertise in planning and leading CX workshops, user interviews, and surveys, engaging diverse internal and external stakeholders to gather insights, drive collaborative problem-solving, and generate actionable outcomes.
• Autonomous & Strategic Thinking – Strong analytical, strategic, and critical thinking skills. Ability to work independently within broad policies, making informed decisions and escalating only complex or non-routine issues.

CX Lead and CX Senior Specialist - Mandatory Skills

• Expertise in Customer Experience (CX) and Experience Management strategies, methodologies, and best practices.
• Strong knowledge of service design principles.
• Proven experience in creating CX artifacts, including Personas, Empathy Maps, Service Blueprints, Customer Journey Maps and workflows.
• Ability to facilitate workshops and conduct stakeholder interviews.
• Strong analytical skills, with the ability to translate quantitative and qualitative data into actionable insights.
• Advanced PowerPoint skills for creating effective, professional presentations.
• Excellent communication and presentation abilities, with experience in stakeholder management.
• Knowledge of survey design, including developing effective survey questions.
• Expertise in CX metrics (e.g., NPS, CSAT, CES) and experience with analytics tools.
• Strong project management and organizational skills.
• Experience using digital whiteboarding tools (e.g., Mural, Miro) for remote CX design, research, and workshop facilitation.
• Expertise in managing closed-loop feedback processes to ensure customer feedback is acknowledged, addressed, and integrated into continuous improvement.

CX Lead and CX Senior Specialist - Preferred Skills

• Experience working in a health care setting and/or with digital health solutions
• Experience working in the public sector

Please refer the Job description for details