CX Strategist

Recruiter
Major Players
Location
London
Salary
£65k - 80k per year
Posted
15 Jun 2021
Closes
13 Jul 2021
Ref
138976
Contact
Jasmine Bindley
Discipline
Marketing
Specialism
Digital
Business Type
Agency
Contract Type
Permanent
Hours
Full-Time

Major Players are looking for an Experience Director to join a digital agency.

This person will act as the day to day CX/BX lead on one of their top global accounts and will be responsible for defining the CX map, experience strategy and resulting communications plan for the account. The Experience Director be data literate and digitally savvy. They will work closely with members of the interagency team who are experts in data and personalisation, brand planning, social and content. They will be a self starter, able to drive their own projects forward. They should be comfortable presenting CX thinking to clients and peers and have a collaborative attitude to building work.

Responsibilities

  • Lead the development of clear and data centric consumer experience maps turning insights gained through experience mapping into opportunities for improvement in existing customer experiences in both the short and long term and working on creative solutions to help clients realise that opportunity.

  • Defining brief for research to inform the experience map articulating key questions about consumer behaviour or needs across each stage of the journey, inputting into research methodology and surfacing insights from this work to shape the consumer experience.

  • Build an understanding of the business needs for experience by preparing and conducting stakeholder interviews. Working with the Client Services Lead to understand and plan for any barriers to implementation whether technical, cultural or timebased

  • Partnering with brand planning teams to turn the insights in the map into a holistic 360 content strategy

  • Working with the CRM experts to create an approach to personalisation and creating recommendations for how this comes to life on .com and comms materials

  • Defining experience principles and experience strategy and inputting into the creative process, ensuring all creative work blends consumer needs, business needs and creativity.

 

Experience required:

  • A background in Consumer experience/brand experience planning with proven experience in creation of experience maps

  • Experience working on digital comms with an understanding of how to use personalised content to bring to life the ideal experience for multiple customer types

  • Experience with qualtitave and quantative research methods. Confident in combining data from multiple sources to create unique insights that drive the business forward

  • Ability to create clear and concise client facing documents to present CX thinking and recommendations

  • Experience on global accounts which required interagency collaboration or working with teams in different locations or time zones

  • Excellent communication and organisation skills

  • Enjoy working in a fast paced environment working across different projects and internal teams to deliver projects

  • Experience on travel accounts is beneficial but not mandatory.

For more information on this role please get in touch with jasmine.bindley@majorplayers.co.uk

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