• Establish strategic direction for customer experience across key products, services, and customer journeys • Leverage insights to provide strategic guidance • Craft cohesive end-to-end experiences • Lead cross-functional teams in developing customer-centric solutions • Drive future state vision for enhancing customer relationships • Synthesize research, behavioral insights, operational data, and voice of the customer (VOC) to identify experience gaps • Analyze current-state journeys and processes to uncover root causes • Develop data-driven, prioritized recommendations to enhance experiences • Create cross-channel journey maps and service blueprints • Define seamless, brand-aligned future-state experiences collaboratively with teams • Lead workshops and discussions for alignment • Build low-fidelity prototypes and validate assumptions with customers • Translate insights into strategic priorities that inform investment