Lead the full portfolio of systems work for your CX sub-team.
Partner with CX leadership, Business Systems, and Data to sequence, prioritize and resource work aligned to department goals.
Own the end-to-end requirements lifecycle, from articulation to validation to signoff.
Facilitate solution discovery, ensuring both business and technical stakeholders share the same mental model.
Act as the translator between business needs and technical realities.
Provide coaching, prioritization, and quality oversight to the Business Systems & Data Analyst assigned to your functional area.
Develop strong working knowledge of the systems, tools, data models, and operational workflows within your CX domain.

5+ years in a systems, product, operations, or project leadership role straddling business and technical teams.
Demonstrated success in requirements gathering, process mapping, and solution design with technical partners.
Strong analytical and problem-solving skills; able to synthesize disparate information into decisions.
Experience leading cross-functional initiatives with multiple stakeholders and competing priorities.
Strong project management capabilities (clarity of scope, timelines, dependencies, risks).
Demonstrated ability to assess value, cost, effort and ROI to guide prioritization and investment decisions.
Excellent communication and facilitation skills—able to translate complexity into clarity.
Prior experience working with Salesforce, Gainsight, Tableau, or similar systems.
Track record of building trusting relationships across teams.

Systems Lead, Customer Experience

Key skills