• Facilitate weekly prioritization meetings, track project progress, and maintain CX roadmaps in alignment with business goals • Translate customer insights into actionable project plans that include milestones, timelines, success metrics, and resource assignments • Lead cross-functional workstreams, ensuring team accountability through clear documentation, role alignment, and collaborative sprint planning • Maintain organized systems for tracking, reviewing, and reporting on CX initiatives, using platforms like Qualtrics, project dashboards, and internal tools • Champion both quantitative and qualitative research methods to develop holistic views of the customer journey • Synthesize complex data into simple, engaging, and insight-driven deliverables that inform experience improvements • Collaborate with internal teams and vendors to deliver secure, scalable CX enhancements that align with compliance and security standards • Other tasks and responsibilities as assigned