Customer Service Strategy Value Realization Specialist

Role Purpose:

Responsible for supporting the CX strategy team by translating strategic initiatives into actionable programs, monitoring progress against defined KPIs, driving alignment across departments, and ensuring clear communication of outcomes through dashboards, reports, and presentations. This role focuses on execution follow-up, inter-departmental coordination, and enabling value realization through measurable customer outcomes.

Key Responsibilities:

• Support the development and execution of organization-wide CX strategy, ensuring alignment between departments and leadership.
• Track and monitor department-level KPIs linked to CX, ensure ownership is clearly defined, and prepare progress updates for management visibility.
• Translate strategy into operational actions across departments, supporting leaders with execution insights.
• Coordinate inter-departmental workshops, L2 planning sessions, and joint strategy forums to drive alignment.
• Maintain a holistic CX dashboard for management, reflecting linked KPIs, action statuses, and progress toward targets.
• Support design, monitoring, and communication of strategic programs—including cross-functional initiatives, channel strategies, and product CX frameworks.
• Work closely with program owners to ensure adherence to agreed roadmaps, escalating delays and risks.
• Maintain detailed records of progress, risks, and outcomes to support leadership reviews.
• Assist in drafting and preparing slides and reports to clearly communicate updates to leadership.
• Actively identify areas where business outcomes are realized from CX initiatives and support the measurement of realized value.
• Provide insights into customer and organizational impact of CX strategy to ensure programs deliver tangible improvements.