Customer Experience Center of Excellence Lead (CX)

Location: Hybrid, with 3 days per week in Bethlehem, PA; Holmdel, NJ; or Hudson Yards, NY. Applicants must be legally authorized to work in the United States without current or future employer sponsorship.

Salary: $126,910–$208,495 per year, plus potential incentive compensation.

Company

hirify.global provides insurance and well-being solutions while supporting professional development, inclusive benefits, and community involvement.

What you will do

• Serve as the primary CX advisor to Product and Value Stream leaders, ensuring journey insights inform delivery requirements.
• Translate consumer trends, research, VOC, and intelligence into product roadmaps, hypotheses, recommendations, and success metrics.
• Establish and operationalize CX standards, governance mechanisms, journey mapping practices, and innovative CX deliverables.
• Train and coach Product Managers and Product Owners on journey mapping and consumer-centered ways of working.
• Partner with Business, Technology, Marketing, and Data teams to promote consumer-first decisions and continuous improvement.
• Track journey outcomes, evaluate evolving data and trends, and report ROI for CX initiatives.

Requirements

• 3–5 years of experience in CX, Product, Experience Design, or Strategy within Agile environments.
• Experience with CX and Agile frameworks, tools, platforms, journey mapping, governance, and value stream or product operating models.
• Ability to analyze consumer experiences, identify gaps, and recommend improvements aligned with business goals and technology constraints.
• Strong cross-functional stakeholder alignment, communication, storytelling, strategic thinking, and creative problem-solving skills.
• Ability to lead without formal authority, manage ambiguity, and handle multiple priorities.
• Must be legally authorized to work in the United States without employer sponsorship.

Nice to have

• SAFe Agile certification.

Culture & Benefits

• Support for professional and personal goals through skill-building and leadership development.
• Philanthropic opportunities and community-building initiatives.
• Contemporary, supportive, flexible, and inclusive benefits and resources.
• Benefits apply to eligible full-time employees.