Experience Lead - Care & Assisted Service

Episode Experience Lead – Care and Assisted Service

Owns the end-to-end human‑assisted customer experience across assisted channels, ensuring every interaction reflects the company’s ambition to dominate on emotion, differentiate through service, and spark joy. The role defines and manages customer journeys by creating experience blueprints, mapping front‑stage and back‑stage interactions, and addressing friction across the assisted service experience. The Lead balances customer experience innovation with disciplined lifecycle management, using data and performance metrics to monitor episode health across experience quality, operational cost, delivery speed, and process efficiency. It also diagnoses pain points, establishes service standards, and clarifies operational policies to drive predictable, consistent execution across all human‑assisted touchpoints.

Duties and Responsibilities

1. Assisted Service Experience Strategy and Blueprinting – Define ...