CX Designer (contract-hire)

JOB TITLE: CX Designer (only W2, no, c2c)LOCATION: Hybrid in Newark, DelawareINDUSTRY: Financial TechnologyJOB SUMMARY: We are seeking a CX Designer to work hybrid in Newark, Delaware. You will design and optimize end-to-end connected customer journeys, partnering across teams to deliver omnichannel experiences and drive continuous improvement.This is a contract-hire position. RESPONSIBILITIES:Journey Design & Experience DevelopmentDesign and maintain end-to-end customer journey frameworks, mapping data, systems, and touchpoints across channels and platformsAnalyze customer interactions to identify friction points, gaps, and opportunities for improvementDevelop journey maps, service blueprints, and experience flows to visualize the holistic customer experienceOmnichannel OrchestrationPartner with platform teams to operationalize omnichannel orchestration using tools such as Adobe Journey Optimizer, Salesforce Marketing Cloud, and similar platformsDefine and implement rules for cross-channel triggers, contextual content delivery, and personalized engagementEnsure seamless data and system integration to enable real-time, adaptive customer experiencesMeasurement & Continuous ImprovementCollaborate with Data and Analytics teams to establish success metrics (e.g., NPS, CSAT, conversion rates, journey completion)Leverage analytics, customer feedback, and experimentation (A/B testing, usability studies) to prioritize and drive improvementsStay informed on industry trends, best practices, and emerging CX technologiesCollaboration & CommunicationServe as the experience lead within cross-functional pods/squads; participate in backlog grooming, stand-ups, critiques, and reviewsAlign with Product, Engineering, and stakeholders on scope, risks, and delivery sequencingPresent concepts, strategies, and rationale clearly to both technical and non-technical audiencesFacilitate reviews, incorporate feedback, and ensure consistency in the customer experienceProvide guidance and coaching on CX best practices across teamsREQUIREMENTS:US Citizen or Green Card holder and only W25+ years of experience in CX, Experience Architecture, or a related field working within cross-functional teamsProven experience designing and optimizing digital customer journeysProficiency in journey mapping, service blueprinting, and omnichannel orchestration platforms (e.g., Adobe, Salesforce)Strong analytical skills with the ability to interpret data and translate insights into actionable strategiesExcellent written and verbal communication skills, including strong presentation capabilitiesExperience planning and analyzing usability studies and A/B testsAbility to clearly articulate experience decisions using data and researchGrowth mindset with a willingness to learn new tools and approachesNice to HaveExperience working in agile pod/squad environments and leading CX efforts for a domain or product areaBackground in regulated or complex industries, with exposure to Legal, Compliance, and Risk teamsFamiliarity with product analytics and customer feedback toolsExperience with personalization engines, automation, or AI-driven CX platformsAbout TheorisOur goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.