Job Opportunities

Senior CX Strategist

KG Workforce Solutions
Published
May 17, 2021
Location
Columbia, South Carolina
Job Type

Description

KG Workforce Solutions is recruiting for a Senior CX Strategist in Columbia, SC.

The Senior CX Strategist role will steer the understanding and interpretation of customer feedback and make recommendations for programs and tactics to improve overall customer satisfaction to ensure a best-in-class experience.

The Senior CX Strategist will help shape customer experiences while contributing to key initiatives.  The Senior CX Strategist will be responsible for carrying out the corporate CX strategy by creating customer journey maps and personas, collecting customer insights, analyzing customer data, combining information from multiple touchpoints and channels in the customer journey, and developing CX guides, communications, and dashboards.

Primary Duties and 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 that are based on analysis of customer data and recommend solutions, business cases, and action plans.
  • Collaborate with cross-functional stakeholders to develop and maintain an ongoing roadmap of initiatives to improve CX.
  • Develop CX service blueprints, customer journeys, personas, and process flows for customer segments.
  • Create and maintain CX reporting and dashboards to ensure 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, trend against and improve KPI metrics, and increase ROI.
  • Partner cross-functionally to ensure integration and coordination on CX programs through organization and affiliated entities.
  • Define, measure, and report on the maturity of CX capabilities and progression.

 Requirements:

  • Bachelor’s Degree in business, marketing, management, or comparable field
  • Six (6) years of data analytics experience, preferably in a customer experience or customer research role
  • Qualtrics CX certification preferred
  • Expertise in identifying key drivers of the customer experience
  • Analytical problem-solver with strong business acumen
  • Strong experience with data analytics tools, preferably Tableau, to help merge data from multiple sources to build reports
  • Experience developing CX strategies strongly preferred
  • 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 a diverse array of stakeholders
  • Knowledge of Voice of Customer (VOC), customer success, and customer experience strategies
  • Proficient in Microsoft office tools

Currently, this role is slated to work remotely during the pandemic. Once onsite operations resume, the position will require onsite work in Columbia, SC.

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KG Workforce Solutions  |  803.470.2006  |  info@kgworkforcesolutions.com
P.O. Box 96    Lexington, SC 29071
3214 Leaphart Rd.    Suite AA    West Columbia, SC 29169
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