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Digital CX Consultant

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We have an exciting opportunity for a Digital CX Consultant to join our client's Customer Experience team, you can help to define how our client engages their customers in both mature and emerging digital channels in ways that help customers succeed financially while driving business results.

Our client's Rewards business is building out a cross-business, relationship focused Rewards offering that will be differentiated and best in class in the Rewards/loyalty program industry. In this strategic consulting role you will partner with the Rewards business team to redesign the Rewards website customer experience cross desktop, tablet and mobile platforms. This role will report directly into the head of Digital Marketing and Customer Experience.

Responsibilities include:
• Quickly become an expert on the Rewards business strategy, product enhancement roadmap, value propositions and positioning for our client, as framing for this engagement
• Lead the design agency engagement to redesign the Rewards website experience that is hosted with an external vendor, across the following stages: discovery, user testing/research and customer experience design.
• Ensure agency defines and hands off all deliverables to site hosting vendor in a seamless, effective way, in partnership with Rewards team
• Partner with the Rewards product team and external vendor to ensure the right experience is built, executed and launched, including activities such as UAT
• Partner with Digital Channels Group partners on strategically how to position our enterprise rewards offering on our digital properties, content needed to support offering, and mobile awareness building opportunities
• Partner with head of Rewards marketing on rolling up digital plans as part of the overall 2015 national launch planning
• Ensure digital readiness for all components of the national launch planned for mid-2015
• Support any additional digital support necessary for the national launch

Basic Qualifications:
- 8+ years’ experience in the digital customer experience arena
- Rewards product/business background or loyalty program background
- 5+ years’ experience developing strategy, roadmaps, and business cases
- Demonstrated success articulating strategy and translating it into action and results.
- Exceptional partnership, collaboration and influencing skills. Demonstrated ability to lead effectively in a matrixed organization, develop partnerships with many business and functional areas, and leverage to drive forward this customer experience opportunity.
- Strong influencer skills. Ability to engage channel and LOB management to create buy-in for goal setting and strategy/tactic development.
- End-to-end thinking - seeks to understand full chain of activities and business economics that impact customer and sales experience, as well as connecting experiences across multiple channels.
- Experience balancing multiple priorities and project simultaneously.
- Strong communication (both written and verbal), interpersonal and team facilitation skills.
- Bachelor's degree; MBA preferred

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