Customer Experience (CX) Strategist

Job Number:

21-00327

Location:

Remote

Onsite Flexibility:

Remote

Job Description

Qualifications:

  • Bachelor’s degree in business, marketing, management, or comparable field
  • 6 years of data analytics experience, preferably in a customer experience or customer research role
  • Experience implementing a CX program
  • Experience reviewing and defining market segments
  • Understanding of UI/UX (not performing) and how it interacts with CX
  • Qualtrics CX certification preferred but not required
  • Expertise in identifying key drivers of the customer experience
  • Knowledge of CX and UI/UX interaction trends and best practices
  • Analytical problem-solver with strong business acumen
  • Experience and expertise with data analytics tools to help merge data from multiple sources to build reports, experience with Tableau or equivalent
  • Ability to develop CX strategies based on analytical skills and business knowledge
  • Qualitative and quantitative research experience
  • Dashboard and reporting design experience
  • Excellent relationship building, negotiation, and influencing skills
  • Strong verbal and written communication skills to present analysis and insights, including trends and opportunities to leadership, stakeholders, and partners
  • Knowledge of voice of customer (VOC), customer success, and customer experience strategies
  • Ability to work on multiple projects simultaneously with minimal supervision
  • Proficient in Microsoft Office tools

Responsibilities:

  • Centralize, analyze, and synthesize customer feedback and data across multiple sources and translate findings into actionable insights
  • Monitor and measure performance against customer expectations
  • Contribute to developing strategy and work with cross-functional teams to determine the path to execution to achieve the desired and intended customer experience
  • Influence business decisions and product roadmaps based on customer insights and data, providing solution recommendations, solution business cases, and action plans
  • Collaborate with cross-functional stakeholders and internal teams to develop and maintain an ongoing roadmap of initiatives to improve customer experience
  • Develop customer experience service blueprints, customer journeys, and process flows
  • Create and maintain customer experience reporting and dashboards to share detailed customer feedback with the organization, ensuring that customer feedback and insights are effectively disseminated and utilized to improve products, processes, and interactions
  • Consistently monitor progress to further develop the voice of the customer (VOC) program and increase ROI
  • Develop and maintain a portfolio of customer segments, personas, and journey maps
  • Ensure definition and application of customer experience practices consistently
  • Work with partners and stakeholders to develop analytics and reporting of customer experience KPIs (satisfaction surveys and VOC activity)
  • Ensure cross-district integration and coordination on customer experience programs
  • Define, measure, and report on maturity over time

Location: Remote
Must be located within driving distance of Columbia, SC
21-00327
Customer Experience (CX) Strategist

TM Floyd & Company offers a generous array of benefits, depending on the length of assignment. We also offer a referral bonus of up to $1,000. Ask us for more details!

TM Floyd & Company participates in E-VERIFY
AAP, EEO

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