Experience Lead - Care & Assisted Service

Description

The Episode Experience Lead for 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. The role also diagnoses pain points, establishes service standards, and clarifies operational policies to drive predictable, consistent execution across all human-assisted touchpoints.

This position sits within the Service and Account Management segmen...