Customer Experience Expert

This is a fully remote position, open to applicants in Ukraine, +2 more countries.

📋 Description

• Oversee CX initiatives and projects in close coordination with cross-functional teams, from initiation to ongoing enhancement.

• Formulate and execute omnichannel CX strategies that align with business objectives, ensuring experiences are consistent and cohesive across all channels and touchpoints.

• Develop and manage AI-driven workflows that automate and expedite CX tasks — synthesizing research, creating personas and scenarios, analyzing journeys, and generating insights — utilizing agentic, specification-driven frameworks (e.g., BMAD, “Superpowers,” or similar) to ensure these workflows are dependable and *deterministic* instead of ad-hoc.

• Utilize advanced research techniques, journey mapping, and predictive analytics to obtain profound insights into customer behavior and enhance experience improvements.

• Promote customer modeling techniques to develop comprehensive personas and scenarios that foster empathy and guide design processes.

• Integrate findings from user research, market research, usability studies, data analytics, and secondary research into clear, actionable recommendations.

• Conduct workshops with stakeholders to ideate, collaborate, and co-create solutions.

• Lead conceptual design initiatives, transforming insights and requirements into innovative, user-centered concepts.

• Establish and continually assess metrics, customer feedback, and trends to identify opportunities and drive growth.

• Produce engaging reports and presentations that convey the value and impact of CX initiatives to stakeholders at all levels.

• Advocate for accessibility, ensuring that products and services are inclusive and comply with recognized accessibility standards and guidelines.

⛳️ Requirements

• You have already established dependable agentic AI workflows — this is not your first endeavor.

• **3+ years** of experience in designing complex customer experience solutions across various touchpoints.

• Proven experience in developing multiple reliable agentic AI workflows integrated into your design and research processes.

• Experience in delivering practical training and facilitating leadership in CX Design.

• Familiarity with both large corporate clients and medium-sized businesses.

• Proficient in using customer data and analytics to guide CX decisions.

• Experienced in implementing Voice of Customer programs and analyzing feedback.

• Background in CX Strategy.

• You have a history of constructing and deploying agentic AI workflows that you utilize in your daily processes — not just proofs-of-concept, but workflows you depend on and trust.

• You can provide several concrete examples of AI workflows you’ve built end-to-end: the problems they solved, how you ensured their reliability, and the outcomes they achieved.

• You possess an understanding of how AI models function — their strengths, weaknesses, and how to design around their failure modes to achieve consistent, repeatable, deterministic output.

• You actively engage with agentic / specification-driven AI frameworks such as BMAD, “Superpowers,” or equivalents, and are comfortable orchestrating multi-step, multi-agent workflows that perform well in real-world applications.

• You regard AI as an essential component of your work — automating research synthesis, persona and scenario generation, journey analysis, and reporting — and you continually refine and strengthen those workflows over time.

• You are a proficient CX strategist and designer.

• Maintain a strategic mindset — aligning CX initiatives with broader business goals.

• Advanced expertise in customer research methodologies, customer journey mapping, and predictive analytics.

• Exceptional communication and interpersonal skills, with the capability to influence stakeholders at every level.

• Strong storytelling abilities — you can convey the value of CX work and drive organizational change.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional growth and development.

• Flexible work hours and remote work options.

• A collaborative and inclusive company culture.