#182589

Customer Experience / Journey Manager

Location:
PST hours - Remote
Job Terms:
Temporary
Salary:
$56 - 60 / hourly as W2.
Start date:
08/22/2022
Posted By:
Mark Gatza
Date:
08/03/2022

Job Description:

Customer Experience/Journey Manager - Remote

Location: (Remote, client based in Costa Mesa, CA)

Pay rate: $55-60/hourly, paid as W2

Duration: 7+ months, likely extension into 2023.

Keys for this role include:

  • Demonstrated experience developing Customer Journey roadmap(s)
  • Project leader able to work with cross functional teams, strong in operations

Top 3 Skills for this role:

  1. Strong Project Manager skills
  2. Overall strong Marketing / Strategy background
  3. Problem Solver

Experience working within a PMO or SMO and/or Product Management roles will be the best fit.

Role Summary/Purpose:

The Customer Journey team is responsible for developing the end-to-end Customer Journey from registration through active participation. The team will focus on key opportunities to enhance the journey of promotional and transactional marketing communications.

The Customer Journey Manager will use customer feedback and product insights to define strategies that will improve existing or create new experiences across our customers’ journeys and work with other stakeholders to improve or implement these experiences.

Essential Responsibilities:

• Be an ambassador for the Customer Journey; help define the vision while training and implementing new process to build a practice

• Dissect customer journey obstacles and tackle them in a methodical manner in order to overcome them effectively

• Responsible for developing strategy and customer journeys for clients to drive growth opportunities

• Lead cross-functional journey-building initiatives, partnering with creative, client marketing, data, product and engineering teams to build multi-channel journeys

• Collect feedback from customer facing teams to derive meaningful insights for improvements

• Lead creation and implementation of our Customer Journey framework

• Drive connection points within the marketing organization that ensure the Customer Journey is driven through all functional strategies

• Maintain up-to-date knowledge of advancements in customer experience, industry standards, changes and trends

• Monitor journey performance (on-going) and optimize as needed

Qualifications/Requirements:

· 5+ years of financial services/ fintech or consumer digital marketing experience

· Excellent relationship-building skills, with the ability to persuade, convey complex ideas, and navigate stake holder networks

· 5-8 years of digital marketing experience

Desired Characteristics:

· Ability to drive projects and major workstreams end-to-end from strategy to planning to execution

· Creative approach to problem solving & ability to think/react in a high-energy, fast-paced environment

· Familiarity with Marketing Application Platforms – Eloqua, PCM, Marketing Cloud, and other like platforms

· Ability to integrate quantitative and qualitative data to communicate insights

· Excellent written communication skills

· Ability to surface, prioritize, and balance multiple stakeholder priorities

· Creative and efficient in proposing solutions to complex, time-critical challenges

· Self-motivated, creative, strong initiative, and flexible

· Strong communication skills needed to exchange complex information and interface with cross functional teams both internally and externally

Client Description:

About AQUENT:

Working with Aquent gets you access to some great things, including:

Subsidized health and dental benefits

Access to Fidelity 401(k) and FSA Program

Direct deposit for your weekly paycheck

Access to free online courses via AQUENT’s Gymnasium (http://gymnasium.aquent.com)  to develop your skills