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#471 - Manager, Customer Experience

inSync Staffing

Newark, DE(remote)

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JOB DETAILS
SKILLS
A/B Testing, Adobe Product Family, Analysis Skills, Artificial Intelligence (AI), Automation, Best Practices, Blueprints, Cloud Computing, Coaching, Communication Skills, Content Delivery/Distribution, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer/Client Research, Data Analysis, Data Mapping, Emerging Technology, Establish Priorities, Finance, Industry/Trade Analysis, Information Technology & Information Systems, Legal, Marketing, Metrics, Multiplatform/Cross-Platform, People Management, Presentation/Verbal Skills, Process Improvement, Product Engineering, Risk, Salesforce.com, System Integration (SI), Technical Recruiting, United States Citizen, Usability Engineering, Usability Testing, Website Conversion, Writing Skills
LOCATION
Newark, DE
POSTED
6 days ago
  
JOB TITLE:   CX Architect (only W2, no c2c)
LOCATION:  Remote in Eastern/Central Timezones
INDUSTRY:  Financial Technology

JOB SUMMARY:    We are seeking a CX Experience Architect. You will design and optimize end-to-end connected customer journeys, partnering across teams to deliver omnichannel experiences and drive continuous improvement.  This is a contract-hire position.
 
RESPONSIBILITIES:
Journey Design & Experience Development
  • Design and maintain end-to-end customer journey frameworks, mapping data, systems, and touchpoints across channels and platforms
  • Analyze customer interactions to identify friction points, gaps, and opportunities for improvement
  • Develop journey maps, service blueprints, and experience flows to visualize the holistic customer experience
Omnichannel Orchestration
  • Partner with platform teams to operationalize omnichannel orchestration using tools such as Adobe Journey Optimizer, Salesforce Marketing Cloud, and similar platforms
  • Define and implement rules for cross-channel triggers, contextual content delivery, and personalized engagement
  • Ensure seamless data and system integration to enable real-time, adaptive customer experiences
Measurement & Continuous Improvement
  • Collaborate with Data and Analytics teams to establish success metrics (e.g., NPS, CSAT, conversion rates, journey completion)
  • Leverage analytics, customer feedback, and experimentation (A/B testing, usability studies) to prioritize and drive improvements
  • Stay informed on industry trends, best practices, and emerging CX technologies
Collaboration & Communication
  • Serve as the experience lead within cross-functional pods/squads; participate in backlog grooming, stand-ups, critiques, and reviews
  • Align with Product, Engineering, and stakeholders on scope, risks, and delivery sequencing
  • Present concepts, strategies, and rationale clearly to both technical and non-technical audiences
  • Facilitate reviews, incorporate feedback, and ensure consistency in the customer experience
  • Provide guidance and coaching on CX best practices across teams
 
 
REQUIREMENTS:
  • US Citizen or Green Card holder and only W2
  • 5+ years of experience in CX, Experience Architecture, or a related field working within cross-functional teams
  • Proven experience designing and optimizing digital customer journeys
  • Proficiency in journey mapping, service blueprinting, and omnichannel orchestration platforms (e.g., Adobe, Salesforce)
  • Strong analytical skills with the ability to interpret data and translate insights into actionable strategies
  • Excellent written and verbal communication skills, including strong presentation capabilities
  • Experience planning and analyzing usability studies and A/B tests
  • Ability to clearly articulate experience decisions using data and research
  • Growth mindset with a willingness to learn new tools and approaches
 
Nice to Have
  • Experience working in agile pod/squad environments and leading CX efforts for a domain or product area
  • Background in regulated or complex industries, with exposure to Legal, Compliance, and Risk teams
  • Familiarity with product analytics and customer feedback tools
  • Experience with personalization engines, automation, or AI-driven CX platforms
 
About Theoris
Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.
 

About the Company

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inSync Staffing

We recognize the VMS program management team is our customer and needs to be serviced with integrity, so we built and continue to improve upon our delivery methods as we strive to provide the highest quality service possible. inSync Staffing’s management team recognized ten years ago the inevitable changes to the staffing industry being brought about by technology and the growing trend of Fortune 1000 corporations to outsource management of their contingent workforces to meet compliance and cost control goals. Rather than swim upstream against the changes, inSync Staffing has embraced MSP and VMS programs as our customers, not competitors. We asked program managers how they want to be serviced. The result of their input is that we have structured inSync Staffing as a recruiting and customer service organization, unlike traditional staffing companies who sell directly to the end client. Our delivery model allows us concentrates our resources on how to best supply candidates in a very competitive MSP/VMS program environment.
COMPANY SIZE
50 to 99 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2014
WEBSITE
http://www.insyncstaffing.com/default.html

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