Job DescriptionAs a Principal Customer Experience Partner on the Enterprise Customer Obsession team, you will partner across the enterprise, with every level of leadership, to champion making the Customer-first in the way we THINK, SPEAK, and ACT -translating Customer Experience Principles into everyday decisions and colleague behaviors needed to deliver a remarkable Customer experience.
You will be challenged to continuously and creatively access, re-imagine, optimize, and question every facet of the colleagues' end-to-end experience (e.g., Onboarding, Incentives, Job Duties, Training) and Citizens' operating processes to enable, evolve and sustain a Customer obsessed culture.
The ideal candidate is a curious, seasoned innovator and transformation practitioner that has led enterprise-scale change by demonstrating the ability to achieve executive leader buy-in, identify root causes, creatively co-design solutions and drive implementation leading to tangible Customer experience and business impact.
In this role you will:
- Define our Customer Obsession Culture:
- Define what Customer-first THINKING, SPEAKING, and ACTING looks like across teams, colleague behaviors, operating routines, products, and processes.
- Remove barriers to adoption and help teams translate customer experience principles into practical ways of working.
- Identify ways to promote, recognize, reward, and amplify Customer-first behaviors that reinforce desired culture and consistent execution.
- Build our Customer Obsession Culture:
- Lead Customer Obsession cultural initiatives from concept through implementation across priority colleague journeys.
- Co-create, incubate, test, iterate, and scale solutions that reduce friction and improve Customer experience outcomes.
- Apply discovery, research, and validation methods to identify needs, root causes, and improvement opportunities.
- Facilitate ideation, synthesis, prototyping, and design activities that move ideas into delivered changes.
- Sustain, Grow and Evolve our Customer Obsession Culture:
- Drive Customer-first decision-making and behavior changes across the organization through storytelling, influence, coaching, and partnership.
- Influence senior leaders and day-to-day colleagues to act on what matters most to Customers.
- Challenge the status quo and rally all colleagues around meaningful, measurable action.
Experience / Background:- 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.
- Bachelor's degree required.
- Master's degree preferred.
Hours & Work Schedule- Hours per Week: 40+
- Work Schedule: Monday-Friday / 4 days a week in office, 1 day remote
Work Authorization: This role is not eligible for new employer sponsored or current H-1 B visa holders. 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.
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