Customer Experience Strategist

Company: HCL Technologies
Location: Aurora
Posted on: May 3, 2021

Job Description:

Why you should join this team:

+ We're seeking a Customer Experience Strategist to join our team. As a CX Strategist, you will plan, run, and lead customer experience engagements for our clients across their business and technical teams. You will build and use HCL's experience strategies and frameworks to the help the client's organization put the customer squarely at the center of their entire business. Using human insights research and busines acumen to set the experience vision, strategy and principles for the end-to-end experience across the organization and digital transformations.

Why this role is important to us:

+ At HCL's Digital & Analytics division, we believe that successful transformational journeys require a digital technology overhaul - for better customer-employee partnerships, and top-notch 'experience' consulting services.

Once here you will:

• Engage across marketing, product, operations, customer service, user experience and development teams to gain a deeper understanding of their customers' business challenges, goals, and desired business outcomes.
• Act as an advocate and leader across experience-focused projects owning the overall customer experience strategy and execution.
• Lead and facilitate both stakeholder and customer interviews or focus groups to help the organization understand existing customer challenges and their desired needs across the end-to-end experience.
• Build and socialize customer personas based on both customer and stakeholder research, interviews using experience design methodologies.
• Lead and facilitate experience design workshops with cross-functional teams to identify and map the end-to-end customer journey.
• Formulate relevant and actionable insights from all data sources and disciplines and deliver key experience recommendations and roadmaps to ensure the experience improves and matures over time.
• Lead best practices for cultivating a customer-focused culture and increasing employee engagement efforts to connect all employees to the experience vision and strategy.
• Solve complex business problems with simple, industry-leading experience and design solutions.
• Consume and use large amounts of data to validate assumptions, and execute CX strategy at scale.
• Effectively communicate recommendations to senior-level client executives via powerful story-driven presentations.

What we're looking for:

• Understanding of building and implementing customer experience strategies and applying experience design throughout the end-to-end experience across organizations and digital transformations.
• Ability to facilitate engaging, collaborative, effective and fun workshops that are either at the client-site or virtual.
• Provide project and thought leadership, business judgement, and analytical insight to support next-gen customer-centric initiatives across multiple customer-facing touch points.
• Experience working and leading workshops using virtual collaboration tools such as Teams, Zoom, Miro, polling software, etc.
• Strong interpersonal skills, and open to giving and receiving constructive feedback to learn and further develop yourself as an experience professional.
• Eager to identify, define and implement new research and experience design methodologies.
• Have a natural aptitude for technology and innovation, with the ability to quickly learn new technologies and troubleshoot them independently.
• Stay current on emerging industry trends and the competitive landscape to provide insight into improving holistic experiences.

Nice to have, but not required:

• Degree-qualified of professional knowledge in a relevant area including psychology, cognitive science, business, or marketing.
• Customer Experience certified program, CCXP, CX-Pro or others.

You must have in your armory:

• 3-5 years of experience in a customer experience role.
• You'll be a strong team player, sharing knowledge and ideas.
• You'll be a passionate advocate for people - for customers, employees, users, distributors, patients, etc.
• You'll be a naturally outgoing, positive, curious, enthusiastic, collaborative person and will want to grow within our team and the fast-paced environment at HCL.
• Collaboration with a wide range of roles across marketing, product, operations, customer service, UX, and technology teams.
• Design thinking and other strategic experience frameworks.
• Experience leading workshops, executive-level meetings and use a variety of white boarding activities, tools and techniques.
• Good communicator and good command of English, strong written and oral communication skills are an absolute must with an ability to present and summaries information to diverse audiences.
• You'll be an effective storyteller, crafting and delivering complex findings in easily understood and actionable ways.

Keywords: HCL Technologies, Aurora , Customer Experience Strategist, Other , Aurora, Colorado