Consumer Experience Coordinator

Baltimore, MD
Job Terms:
Competitive w/ full benefits
Start date:
Posted By:
PJ Farnham

Job Description:

The Consumer Experience team is new and is required to help transform the company from product-led to
purpose-led, consumer-centric to grow our direct-to-consumer business. The CX team has 3 priorities which are to build &
democratize Voice of the Consumer data, create & socialize personas and consumer journeys to inform priorities and finally to
evangelize consumer experience with training. The CX Analyst will provide program management, reporting, communications
and logistical support across all three CX priorities so that CX Strategists can take on the increase in demand across the
company. In addition, the CX Analyst will be tasked with using Qualtrics to generate consumer insights and working in Mural to
document consumer journeys

Key responsibilities:
1. Consolidate CX recommendations from journey mapping & persona work, prioritize and maintain backlog, inventory &
catalog of CX work
2. Own and prepare CX reports (financials, DT Training metrics, CX output/impact, etc)
3. Provide program management for sprints, journey mapping, persona creation
4. Own creation of CX communications such as CX Hiit, ELT DT Training update and new channels/methods
5. Coordinate logistics with DT Training (send calendar invites, attendee list, align with HR/Armour U)
6. Manage CX Calendar (PTOs, sprints, etc) & coordinate content for key milestones (ELT/QBR meetings, PF meeting,
7. Support Voice of the Consumer work to create journeys, personas and Insights
The CX Analyst should be able to work independently on to complete tasks and know when to reach out to CX Strategists for
support. No responsibility for managing teams, revenue or budget (other than report on it)
Design Thinking training and 1 year experience applying design thinking is mandatory. Experience working in a Consumer
Experience (Voice of the Consumer or Consumer Insights) group. The CX function is new and the CX Analyst will be expected
to help drive awareness & understanding of Design Thinking.
The CX Analyst will primarily interact with the CX Strategist and VP of CX however they will be preparing communications &
presentations for ELT members, Marketing Leadership and heads of DTC/Marketing within region.