- Compensation (Range): / hour: Salary: $134,800 - $202,100
- Lead multiple, cross-functional CX strategy projects to define optimal customer experiences and collaborate closely with stakeholder. Play a critical role in leading design research, experiment design, and visualization of customer experience strategy. Deliver research plans, insight summaries, user journeys, concepts and artifacts that describe a new product or service. Facilitate analysis of current state customer journey and lead the design of ideal state customer experience. Identify gaps and develop roadmap toward realizing the ideal state. Build design thinking capability within CX/Marketing Business Unit.
- Lead cross-functional teams in design of customer experience/journey to deliver compelling, easy to use digital products and services.
- Lead the business units in turning customer analytics to action by facilitating working sessions
- Plan, design, and execute research that seeks to understand user needs, problems, and potential opportunities to enhance their experience. Incorporate insights from Analytics team and CX Experience research to prioritize user needs, pain points, and investments
- Summarize and articulate finds from research through clear, concise and compelling writing and verbal presentations
- Define, build and manage Customer Experience Design Team. Oversee development and growth of capability in designing customer experience within Customer Experience Division and across the enterprise.
- Develop Honda's capability in facilitating collaborative & innovative problem-solving through design thinking.
- BA/BS degree required.
- MBA, or graduate degree in psychology, consumer research, or similar, a plus. 7+ years of professional experience within a customer-focused organization; experience in CX, human-centered design, design thinking, and/or lean startup for experience design and/or new product development required.
- 7+ years within a customer-focused organization; experience in Customer Experience, human-centered design, design thinking, and/or lean startup for experience design and/or new product development required
- 3+ years people leader experience and building capability on design thinking.
- Experience in seeding innovation methodologies and mindset in a large organization
- Project management experience
- Proven track record in creating digital products, tactics, and/or programs that improve customer experience across all touchpoints, business units, and technologies.
- Experience planning and executing testing of concepts
- Experience with business models, market analysis, trend analysis.
- Thrive in ambiguous environment and proactively develop a clear direction
- Use a range of tools such as journey maps, personas, insight mining, opportunity development to advance work
- Passion for an iterative design process and embrace feedback
- Strategic thinker with ability to keep teams focused on highest impact drivers of success, navigate complex senior-level business relationships
- Effective storytelling to communicate insights and research findings with a clear, persuasive point of view
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Customer Experience Research Lead - Torrance, United States - The Bartech Group Inc
Description
Bartech Staffing is a leading engineering, technical and professional staffing firm, and our clients include some of the nation's biggest companies. We are powered by Impellam Group, a connected group providing global workforce and specialist recruitment solutions. Our client has engaged us to assist them in hiring a contract Customer Experience Research Lead. If you are interested in an opportunity to get your foot in the door with leading company, we want to talk with you
Job Responsibilities
Your specific duties as a Customer Experience Research Lead will include:
Job Requirements
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Applicant must be eligible to work in the US for immediate opening.
Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.
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Customer Experience Research Lead professionals in Torrance
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Michael Domenic Gomez
Customer Service Specialist