CX Design Lead

The Problem

Flock's support experience spans self-service, AI, digital, voice, email, and human-assisted channels, and as our services expand, aligning these channels into one cohesive journey is critical. Escalation design, knowledge governance, and cross-channel consistency represent the largest opportunities to accelerate trustworthy resolutions as AI support scales. You'll lead the CX Design practice and manage a team tasked with turning customer and operational insights into scalable journeys and practical service blueprints.

What You'll Own

• Support journeys designed end-to-end across channels rather than as isolated touch points, helping customers resolve common needs quickly.

• AI support across chat, voice, email, and self-service that is useful, safe, measurable, and designed with effective escalation and human handoffs.

• Help Center and AI knowledge system governed as a connected system with clear ownership, quality standards, and analytics.

• A CX Design practice with repeatable methods, clear decision rights, and measurable cross-functional influence.

• Delivery leadership for high-impact CX transformation programs, including platform migrations, AI deployments, telephony, and Salesforce changes, from scope through hypercare.

What This Role is Not

• This isn't an individual-contributor design role, you'll manage and coach a team while remaining hands-on with service and conversation design.

• This isn't a pure operations or QA role, your focus is designing and governing the experience rather than running daily queues or support metrics reporting.

What You Bring

• Demonstrated ability to design and improve complex, cross-channel customer journeys and service blueprints, translating qualitative and quantitative insight into prioritized roadmaps.

• Experience leading AI-enabled support, automation, knowledge management, or customer-service technology initiatives from problem definition through rollout.

• Strong facilitation and stakeholder-management skills, with a track record of leading cross-functional programs from discovery through launch and continuous improvement.

• People-management or player-coach experience coaching designers, analysts, specialists, or operations partners while staying hands-on.

• Experience in service design, product operations, or a related discipline within a fast-moving, technical, and highly collaborative environment is welcome.