Client Experience Strategist at The Concept Group

Job Responsibilities

• Use feedback to develop an in-depth understanding of customers.
• Implement a system to help you collect feedback, analyze it, and act on it regularly.
• Reduce friction and solve your customers' specific problems and unique challenges.
• Make listening to customers a top priority across the business.
• Develop customer needs and use cases throughout a customer journey.
• Translate customer needs into business requirements.
• Serve as an advocate and champion for the customer-centric, research, & design cultures to stakeholders with little experience partnering in human-centered design.
• Develop client strategic insights via client research techniques: quantitative, qualitative
• Lead teams in developing business and customer cases to help drive experience improvement.
• Understand and interpret customer experience measurements.
• Develop operational plans to deliver great customer experiences.
• Have a strong cross-functional understanding of service delivery to be able to identify and engage boundary partners.
• Develop client strategic insights via client research techniques: quantitative, qualitative,
• Have experience with leading facilitated sessions in customer journey mapping and service blueprinting.
• Create effective communications across multiple internal channels to increase ability to change the customer experience.
• Develop views of both present and future customer journeys through quality research.
• Lead projects that enhance client’s understanding of the customer.
• Serve as customer advocate during new product launches and service upgrades.

Job Qualifications

• Bachelor's Degree.
• Minimum of 4 years experience working in similar competency.