Lead cross functional workshops across board areas including M&S, CS, PE, T&I organizations to develop customer journeys and services maps
Leverage human-centered design principals to create compelling experiences as applied to customer journeys and for key “moments of truth”
Define future state solutions for technology tools across CRM, CDP, digital, web, and marketing technology stack to enable the customer experience vision
Focus on cross-channel orchestration experiences that align the most appropriate channel to the right interaction to support the best customer experience for core audiences.
Maintain customer journey documentation inclusive of voice of customer, KPIs, and insights
Partner with functions to prioritize needs and technical requirements based on business impact to deliver meaningful customer experiences
Regularly measure success of implementation through analysis and tracking of ambition, accomplishments, and business impact.
What you bring:
Ability to understand complex digital and service ecosystem and identify opportunities to build future state vision
Ability to identify and evaluate unmet user needs across prioritized set of customer journeys, and then translate them into a prioritized set of functional requirements, based on a structured and data-driven framework
Proficiency in design thinking and service design methodologies
Expertise in customer journey analytics including Voice of Customer, NPS, CSAT, CES, among others
Digital native with experience in digital go-to-market ecosystems
Excellent stakeholder management – support customer experience / digital experience needs across multiple functions and solution areas.
Deep knowledge of cloud applications, cloud platforms, and cloud customer experiences.
Education & Experience:
Minimum qualifications:
8+ years of experience in a digital role, with progressive growth in responsibilities
Degree in business or equivalent experience
Experience driving customer journey workshops with design frameworks and methodology
Experience working with and understanding data both qualitative and quantitative
Experience leading cross functional projects with proven ability to motivate teams
Excellent program management and strong communication skills
Preferred qualifications:
5+ years of experience in consulting, software, Internet, and/or media industries, and/or early-stage companies
Experience presenting to executives and communicating with highly technical management teams
Effective thought leadership skills, with impeccable business judgment
Excellent written and verbal communication skills including executive presentation delivery
Experience working in an agile environment
Experience working with SAP standard processes and systems (e.g. CRM, Adobe Suite, ISP)