U.S. Based Contact Center Service Design Lead

Delta Defense seeks a U.S. Based Contact Center Service Design Lead to elevate member experiences across our high-volume contact center. In this role, you will map end-to-end journeys, analyze data and feedback, and redesign processes, scripts, and workflows to drive satisfaction, efficiency, and consistency. You'll partner with Operations, Training, Technology, and Marketing to implement CX solutions, pilot improvements, and scale best practices. Ideal candidates blend deep contact center knowledge, analytical rigor, and facilitation skills, thriving in a fast-paced, mission-driven environment.