- Partner with and advise clients on CX, product or digital strategies and solutions. This could include growing customer experience capabilities internally for the client or building strategies, concepts and experiences for them.
- Assume primary responsibility for the client relationship(s) throughout the project lifecycle.
- Plan and facilitate client white-boarding sessions, design workshops, and project meetings.
- Develop executive-level storytelling presentations, simplifying complex findings and concepts to drive action and decision making.
- Analyze market and competitive data to discover trends, best-practices, threats, and provide recommendations.
- Define users, segments, and channel strategy. Develop plans for products, programs, and/or services.
- Create multi-year transformation roadmaps of various complexity levels and document initiatives and programs into executive one-pagers to enable funding.
- Lead the implementation of transformation programs and workstreams that impact the client's business across all departments/divisions.
- 10+years in CX and/or product and digital strategy related work.
- Ability to develop rapport and partnerships with clients at all levels of the organization.
- Previous professional consulting firm experience that led to proficiency in scoping work, owning a project engagement, articulating how to optimize human experiences, and developing trusted client partner relationships.
- Ability to work with cross-functional teams and develop ideas to bring together business objectives and consumer needs.
- Ability to lead teams to use customer experience maturity models to define the right transformation plan.
- Ability to lead teams through qualitative and/or quantitative customer research analysis.
- Experience designing and creating journey maps, implementation roadmaps, and/or service blueprints.
- Background in digital product ideation and development.
- Proven ability to work closely with technology teams and basic familiarity with the systems and processes required to build apps and websites.
- Ability to present and explain complex concepts in easy-to-understand terms to groups ranging from executives to project team members and other stakeholders.
- Strong problem-solving and team leadership skills.
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Director, CX/Product/Digital Strategy Consulting - Atlanta, United States - Experient Group
Description
ABOUT US
ExperientX is the customer experience practice within Experient Group. We build world-class solutions by focusing on the right blend of customer empathy and practical, measurable business results. We partner with Fortune 500 companies to deliver meaningful business value through ambitious programs. We are known for being the best at customer experience, and we approach everything with a sense of excellence and pragmatism.
Location: Atlanta, GA
ABOUT YOU
You're smart and insatiably curious. You feel deep empathy for your client's challenges and their customers' challenges. You understand that great customer experience is just as much science as it is art. You can calculate business value and are confident in linking customer experiences to measurable business outcomes. You're excited by what you do, you love solving hard problems with fun people, and you care a lot about delivering excellence.
WHAT YOU'LL DO
WHAT YOU'LL BRING
ExperientX is part of Experient Group, which is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, religion, national origin, age, sexual orientation, disability, veteran status, genetic data, or other legally protected status.
