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Customer Experience Strategy Consultant APS Location: Arizona Category: Customer Service
4 months ago
Summary
The Customer Experience (CX) Strategy Consultant acts as a strategic advisor/consultant in the alignment to, and optimization of, our customer experience strategy across the organization. They do so by continually cultivating a customer-centric culture, serving as a SME for industry CX trends and best practices, encouraging the business to take a customer-centric approach to solutions, policies and processes, leading customer journey efforts for key customer experiences, translating voice-of-customer insights into recommendations to be implemented by the product/business owner, and ensuring customer experience is fully anchored with all employees through effective learning programs, resources and communications. All with the intent of delivering on desired employee engagement results, customer metrics and business goals.
Minimum Requirements
Bachelors in Marketing, Business, Communications, Research and eight (8) years of job-related experience (pertaining to marketing, branding, communications, customer research, business analytics, project management, program management, customer service, change management, stakeholder management) OR a combination of related education and job-related experience totaling twelve (12) years of experience (pertaining to marketing, branding, communications, customer research, business analytics, project management, program management, customer service, change management, stakeholder management)
Preferred Special Skills, Knowledge or Qualifications:
- Knowledge of customer experience principles/best practices.
- Demonstrated knowledge of, and strong skills in, project development and management, critical thinking, creative problem solving, customer insight analysis and brand/communication standards.
- Familiar with qualitative and quantitative research methodologies and interpreting data into insights.
- Effective interpersonal, communication, presentation and writing skills. Ability to build effective working relationships and influence decisions.
- Ability to comfortably and respectfully express point-of-view. Listens and probes to get to real issues before problem-solving.
- Utility industry knowledge a plus.
- Very knowledgeable in MS office products (PowerPoint, Word, Excel, Office, Teams) and SharePoint
Major Accountabilities
1) Contribute to the development and evolution of our enterprise-wide customer experience strategy and work cross-functionally to build awareness of, and engagement with, the customer metrics and long-term business sustainability goals and strategy.
2) Regularly advise on current customer strategies, products, services, processes, policies, and procedures across APS to identify opportunities for CX improvements that provide the most value to customers.
3) Lead and collaborate with cross-discipline teams, including external partners, in the execution of customer journey mapping efforts that provide visibility into current customer pain points and expectations and serve as a starting point to build and innovate upon the ideal state.
4) Participate in, and provide valuable insights and guidance to, Customer Experience Strategy Council (CXSC) driver teams.
5) Focus on employee experience (EX) and customer experience (CX) integration to cultivate a companywide customer centric culture and help all employees see their role in impacting our customers¿ experiences by leading the creation of materials including training/learning content, tools and resources.
6) Identify and leverage customer journey management best practices, metrics and research to benchmark and develop solutions for specific customer experiences ensuring efforts are in accordance with the APS brand and APS promise.
7) Proactively monitor customer experience trends, data, best practices and share with internal teams to influence shifts towards more customer-centric behaviors, decisions, actions, products and services.
8) As needed, present results of all customer experience learnings, projects, efforts to senior leadership and executives.
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