Customer Experience Specialist
Swoon · VA
CONTRACT
Posted Sep 8, 2026
Job Description
I'm working with one of the largest credit unions, looking for a Customer Experience Specialist to join their team!
Location: Hybrid in Hampton Roads, VA
Duration: 3 month contract with high potential to extend/convert
About this role:
- Map the member journey end-to-end across branch account opening, servicing, lending, and communications to identify gaps and opportunities for improvement.
- Conduct branch visits and interviews with members and frontline staff to understand pain points and uncover opportunities to simplify the experience.
- Design improved member experiences by developing future-state journeys and recommending practical, member-focused solutions that can be implemented operationally.
- Improve member communications and touchpoints by reviewing notices, scripts, letters, digital messaging, and other interactions for clarity, consistency, and ease of use.
- Present insights and recommendations to leadership, prioritizing improvements based on member impact and maintaining journey maps and documentation as the branch experience evolves.
Experience:
- Bachelor's degree in Business, Communications, Human-Centered Design, or related field, or equivalent experience.
- Two to three years of experience in customer experience, journey mapping, UX research, or a member/customer-facing role within financial services.
- Skilled at facilitation and interviewing, with the ability to translate qualitative feedback into clear documentation.
- Experience with journey mapping or service design tools and methods preferred.
Interested? Apply now!
Location: Hybrid in Hampton Roads, VA
Duration: 3 month contract with high potential to extend/convert
About this role:
- Map the member journey end-to-end across branch account opening, servicing, lending, and communications to identify gaps and opportunities for improvement.
- Conduct branch visits and interviews with members and frontline staff to understand pain points and uncover opportunities to simplify the experience.
- Design improved member experiences by developing future-state journeys and recommending practical, member-focused solutions that can be implemented operationally.
- Improve member communications and touchpoints by reviewing notices, scripts, letters, digital messaging, and other interactions for clarity, consistency, and ease of use.
- Present insights and recommendations to leadership, prioritizing improvements based on member impact and maintaining journey maps and documentation as the branch experience evolves.
Experience:
- Bachelor's degree in Business, Communications, Human-Centered Design, or related field, or equivalent experience.
- Two to three years of experience in customer experience, journey mapping, UX research, or a member/customer-facing role within financial services.
- Skilled at facilitation and interviewing, with the ability to translate qualitative feedback into clear documentation.
- Experience with journey mapping or service design tools and methods preferred.
Interested? Apply now!
Additional Details
- City
- VA
- Country
- US
Apply and matching require a free OVN account. Browse listings anytime without signing in.