Location: REMOTE Description: Position Responsibilities:
Lead CX planning, design thinking, and customer journey mapping for a global transformational team
As the person in-charge of the overall customer experience, foresee market changes, changes in customer expectations and strategize to guide the company responding to and driving CX strategy trends.
Lead the CX team through experience design from beginning to end: conceptualizes new products and features, user flows, wireframes, interactions, high fidelity mockups, prototypes and Design System standards informed by business goals and user research
Develop customer journey maps and uncover pain points and moments of friction, leading the team in the design and conducting of experiments to validate customer hypotheses and translate findings into actionable insights leveraging design thinking methodologies as a champion
Director CX should be adept at interpreting and leveraging data insights to constantly enhance the customer experience
Lead VOC platforms and programs, collecting feedback to derive meaningful insights for improvements to acquire new customers and ensure existing customers have a delightful experience at every interaction while engaging at the senior leadership level, proactively advocating for solutions and managing the customer escalation process
Encourage problem-solving, strategic thinking and customer-orientation amongst the team
Act as a thought leader in the Customer Experience space, directing and advising the enterprise on both leveraging customer research to meet strategic goals, and long-term enterprise strategy rooted in customer behavior trends, leveraging VOC,Behavior Data, and Market Insights based on input from Adv. Analytics
Develop, mentor and manage a team of customer experience designers with deep domain expertise in customer experience journeys and UX best practices
Partner with Product and Engineering, within and across our Value Stream / Product oriented operating model, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey while liaising with directors or heads of other teams such as Marketing, Sales, Product, Change Management and Development Team to ensure customer-centricity in their respective departmental work
8+ years design experience
8+ years people management experience
Practitioners experience in design thinking and Ecommerce design
Solid experience managing cross-functional product requirements across product teams
Proven experience and understanding current and emerging methods for design research and the externalization of consumer patterns
Proven ability to work cross-functionally in a multi-function and globally based organization
Proven interpersonal and communication skills
Experience leading medium to large-sized teams
Expertise around the latest and emerging technologies
Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience
Desired Technical Qualifications:
MIRO or like collaboration solution experience
Experience with the Adobe suite of commerce solutions
VOC program leadership
Experience in B2B industry preferred
Experience giving clear feedback and guidance to team members from high-level product strategy to detailed research, UX & visual design
Actively lead or managed a variety of research method types and strong understanding of the tools to reach appropriate insights at the given life cycle of a project
This job and many more are available through The Judge Group. Find us on the web at www.judge.com
This job has expired.
According to the US Bureau of Labor Statistics (BLS), employment in computer and information technology occupations is projected to grow 11 percent from 2019 to 2029, much faster than the average for all occupations. These occupations are projected to add about 531,200 new jobs. Demand for these workers will stem from greater emphasis on cloud computing, the collection and storage of big data, and information security.
According to BLS, the median annual wage for computer and information technology occupations was $91,250 in May 2020, which was higher than the median annual wage for all occupations of $41,950.