Customer Experience Process Lead

JOB SUMMARY:

The Customer Experience Process Lead is responsible for documenting, implementing, and continuously improving processes that support Customer Experience Representatives and Project Coordinators. This role partners closely with frontline teammates, supervisors, and cross-functional departments to create clear work instructions, optimize workflows, and ensure consistency, efficiency, and accuracy across customer and project operations. This role is responsible for training teammates on new and updated processes, ensuring adoption and consistent application across the team. The Process Lead serves as a subject matter expert on procedures, systems, and best practices, driving operational excellence and supporting a culture of continuous improvement.

ESSENTIAL/PRIMARY DUTIES:

• Develops, documents, and maintains standardized work instructions, process maps, and procedural documentation for customer experience and project coordination activities.
• Analyzes existing workflows to identify inefficiencies, gaps, risks, and opportunities for improvement.
• Partners with frontline teammates and leadership to design and implement streamlined, scalable processes and leads the training of the processes. 
• Leads process improvement initiatives using structured problem-solving and continuous improvement methodologies.
• Ensures alignment of processes with organizational policies, quality standards, and compliance requirements.
• Serves as a subject matter expert on systems, tools, and procedures used by the team (ERP, CRM, etc.).
• Collaborates with cross-functional teams to support process changes, system implementations, and operational enhancements.
• Develops training materials and guides to support onboarding and ongoing teammate development.
• Trains and supports teammates on new and updated processes, ensuring understanding, adoption, and consistent application across customer and project operations.
• Supports onboarding new hires on customer and project processes, systems, and best practices
• Monitors process performance metrics and recommends improvements based on data and feedback.
• Supports change management activities by communicating updates and ensuring smooth adoption of new procedures.

SECONDARY DUTIES:

• Assists with audits, documentation reviews, and compliance requests.
• Supports special projects and operational initiatives.
• Participates in testing system updates or new tools impacting workflows.
• Maintains document control standards and version management for procedural materials.
• Provides backup support for team functions as needed.

EDUCATION and/or EXPERIENCE:

Associate’s Degree or equivalent and 4+ years of experience in customer experience, operations, project coordination, logistics, or process improvement roles, or equivalent combination of education and experience

COMPETENCY and/or SKILL:

• Strong process analysis and documentation skills.
• Excellent written communication and instructional writing abilities.
• Advanced organizational and detail-management skills.
• Analytical thinking and structured problem-solving capability.
• Proficiency with process mapping tools, Microsoft Office, and business systems (ERP/CRM).
• Ability to translate complex procedures into clear, user-friendly instructions.
• Strong collaboration and facilitation skills.
• Continuous improvement mindset and ability to influence without authority.

SUPERVISORY RESPONSIBILITIES: 

• None