CX Strategist

4 weeks ago

Englewood Cliffs, United States HS Ad North America Full time

End to End Experience Design Strategist, Sr. Manager

The CX Design Strategist will play a pivotal role in gathering customer insights, identifying pain points, and driving innovation through user-centered design approaches. You will leverage your experience in customer experience research, facilitate design thinking workshops, and collaborate with cross-functional teams operating in agile environments. Your findings will directly inform product development, service improvements, and business strategy, all within an iterative, agile framework.

Key Responsibilities:

  • Conduct qualitative and quantitative research to gather insights on customer needs, behaviors, and pain points.
  • Design and execute customer experience research studies, including surveys, interviews, usability tests, and ethnographic research.
  • Synthesize research findings into actionable insights and recommendations for internal stakeholders.
  • Facilitate design thinking workshops that engage cross-functional teams in creative problem-solving and innovative ideation.
  • Lead brainstorming and prototyping sessions to explore new solutions that enhance customer experience.
  • Collaborate closely with product, UX/UI, marketing, and data teams to ensure research findings are integrated into the decision-making process.
  • Work within agile methodologies, participating in sprint planning, retrospectives to ensure research aligns with product development timelines.
  • Stay up-to-date on the latest category, cultural and technology trends.
  • Bring forward new thinking related to methodologies, and technologies in CX, design thinking, and agile practices.
  • Analyze customer feedback and data from various sources (e.g., surveys, NPS, social media, call center, etc.) to continuously improve CX, products and services.
  • Communicate research insights and findings through compelling presentations, reports, and visualizations.

Qualifications:

  • Bachelor's degree in psychology, sociology, human-centered design, business, or a related field.
  • 3+ years of experience in customer experience research, design thinking, or a related role.
  • Proven experience running design thinking workshops and leading teams through collaborative, iterative processes.
  • Strong analytical skills with the ability to turn data into meaningful insights.
  • Experience with qualitative and quantitative research methodologies, including user testing, interviews, surveys, and data analysis.
  • Experience working in agile environments and understanding how customer research fits within iterative product development cycles.
  • Excellent facilitation skills with the ability to guide groups through ideation, problem-solving, and prototyping sessions.
  • Familiarity with customer journey mapping, personas, and experience mapping.
  • Proficiency in design and research tools (e.g., Miro, Figma, Qualtrics, or similar).
  • Strong written and verbal communication skills, with the ability to present research findings clearly and persuasively.
  • Ability to work independently and as part of a multidisciplinary team.

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