Project Lead, Customer Experience

Project Lead, Customer Experience

We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people's homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making-and our story is still unfolding.

We're here for it. We think you should be too. We're looking for a driven professional with an inclusive mindset to join our team as a Project Lead, Customer Experience.

The Customer Experience (CX) Project Lead is dedicated to enhancing the overall customer journey. This individual will develop detailed customer journey maps to visualize experiences, identify pain points, and then coordinate targeted initiatives to resolve those issues. Working closely with the CX Manager, this role will manage projects derived from VoC insights, track progress against key metrics, and collaborate with various departments to ensure the successful execution of CX improvements.

This is an on-site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.

A day in the life as a Project Lead, Customer Experience...

• Customer Journey Mapping : Develop, visualize, and maintain detailed customer journey maps that illustrate customer interactions, emotions, and pain points across various touchpoints. Use these maps as a foundational tool to identify and prioritize areas for improvement.
• Project Coordination : Coordinate the implementation of specific CX improvement projects, from initiation to completion, ensuring they are delivered on time and within scope.
• Cross-Functional Collaboration : Act as a key liaison between the CX team and partners in Care, Ops, Fulfillment, and Digital, facilitating communication and ensuring alignment on project goals.
• Performance Tracking : Monitor and report on the progress of contact reduction efforts and other CX initiatives, tracking key performance indicators (KPIs) and providing regular status updates.
• Insight Support : Assist the CX Manager in deep-dive investigations by gathering data, documenting findings, and identifying emerging trends related to specific customer issues.
• Process Improvement : Identify opportunities to streamline processes related to CX project execution and cross-departmental collaboration.
• Data Analysis : Analyze CX dashboards and reports to understand project impact and support the identification of new areas for improvement.

What you'll bring to the table...

We'd love to hear from you if you have...

Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as "the Company". The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request. The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US. State / City Compliance : The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.