The Customer Experience Coordinator IV serves as a senior business support specialist for customer journey, service design, and experience improvement, handling complex requests and guiding others on effective execution. Works autonomously within established practices and helps improve processes, controls, and service quality. Typical work includes customer journey maps, pain-point analysis, and service improvement priorities, cRM data, lifecycle campaigns, contact strategies, and account interaction tracking, and customer feedback, survey results, complaints, and resolution themes.

Key Responsibilities
- Independently manage customer journey maps, pain-point analysis, and service improvement priorities, adjusting priorities and sequencing work to meet deadlines.
- Prepare, update, and maintain cRM data, lifecycle campaigns, contact strategies, and account interaction tracking so information is complete, accurate, and easy to retrieve.
- Review and improve the quality of customer feedback, survey results, complaints, and resolution themes; provide guidance on tools, templates, or process steps.
- Resolve routine issues tied to cross-functional action plans to improve retention, satisfaction, and ease of doing business and coordinate with stakeholders to keep work moving.
- Identify trends or recurring issues in experience metrics, service KPIs, and governance reviews with stakeholders and recommend practical process improvements.

Required Experience
- 5+ years of experience in customer journey, service design, and experience improvement or a closely related field.
- Experience managing deliverables, priorities, and stakeholder needs within a structured business environment.
- Demonstrated ability to work independently, exercise judgment, and guide others on effective execution.

Education
High school diploma or equivalent required; vocational training, certification, associate degree, or relevant coursework preferred.