CX Strategist

GENERAL PURPOSE OF THE JOB:   

The Customer Experience (CX) Strategist is an expert in the customer experience journey from end-to-end, working diligently to analyze, assess and understand areas of opportunity through data, analysis and market research. The incumbent drives efforts to deliver optimal end-to-end Customer experience, building on our existing customer loyalty and satisfaction and championing creative growth and innovation processes to increase customer centricity across the organization.

 ** Position sits in West Des Moines and will work an onsite hybrid schedule**

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Leads coordination and execution of user and customer experience research and usability studies that provide actionable insights which influence the strategic roadmap.
• Collaborates and supports business areas and objectives across the enterprise that align to department priorities and focus on customer journey and user-centricity.
• Designs and executes customer research using qualitative and quantitative methods.
• Articulates the operating plan and tactics for execution of CX strategy.
• Works with and provides supporting documentation to others that influences product, system or application development and implementation to ensure creation of efficient, sustainable and successful results.
• Designs and implements Voice of the Customer (VOC) programs, including solicited (surveys, focus groups, communities, etc.), unsolicited (call mining, web data, emails, etc.), and input from employees about customer experiences and opportunities.
• Analyzes VOC feedback drawn across sources to identify customer pain points and opportunities to improve experiences.
• Develops understanding and linkage of improved experiences to business objectives and goals (growth, profitability, etc.).
• Assists with appropriate change management best practices and approaches to build rapport, understand customer experience needs, address resistance and reinforce key learnings or results.
• Drives logical decision making through a variety of formats (such as insights, reports, data, stories, and experiences) to maximize relevance and impact.
• Monitors changes across competitors and other industry leaders to ensure we maintain an innovative experience that keeps pace with customer expectations.
• Establishes a unified view of customer data and listening analytics to build a deep understanding of the customer’s needs for services at all stages of the customer journey.
• Translates customer research and big data into personas, journey maps, service-design blueprints, customer strategy and vision and ideal-state roadmaps.
• Performs other work as assigned.

SUPERVISORY RESPONSIBILITIES:

 Direct Reports: None

 General Description of Indirect Reports (2 and 3-downs): None

EDUCATION AND/OR EXPERIENCE:  

• Bachelor’s degree plus, a minimum of four (4) years’ Experience with progressive responsibility in CX, process improvement and digital strategy development and execution.
• Experience working with VOC analytic tools and methodologies.
• Demonstrated ability to drive change management.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

CCXP (Certified Customer Experience Professional) certification preferred.

KNOWLEDGE, SKILLS AND ABILITIES: 

• Knowledge of CX best practices
• Knowledge of and demonstrated results designing, implementing, and iterating on CX opportunities using gathered qualitative and quantitative insights
• Ability to collect VoC data, analyze trends, and act on insights with measurable action plans
• Ability to prioritize and work on multiple projects simultaneously in a fast-paced environment.
• Ability to proactively articulate how research will inform or guide customer experience and product strategy - pointing to unmet user needs and new opportunities
• Expert in both qualitative and quantitative Experience research methodologies and its application to the broader customer experience strategy
• Strong ability to drive CX roadmaps with large scale projects, spanning across multiple swim lanes, and with high levels of ambiguity or complexity
• Actively seeks out different audiences/customers/points of view that may not have been considered but are relevant to the customer experience
• Has built relationships with cross-functional teams over time to create customer empathy and advocacy
• Considered an influencer and thought leader amongst cross-functional partners in previous work
• Strong verbal and written communication skills with ability to effectively present information and hold effective meetings with large groups
• Constructive problem-solving expertise

#LI-PL1

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This description covers the major purpose and essential functions of the job.  It is not intended to give all details or a step-by-step account of the way each task is to be performed.  Employees may receive other job-related instructions and be required to perform other job-related work requested by their manager.  All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.