Customer Experience Journey Specialist

6 days ago

Charlotte, North Carolina, United States A-Line Staffing Solutions Full time
Job Title: CX Journey Specialist II

Job Summary:

We are seeking a highly skilled CX Journey Specialist II to join our Customer Experience (CX) & Usability team. The successful candidate will be responsible for building current and future state customer journeys, leveraging insights from quantitative and qualitative research sources, and designing and facilitating working sessions.

Key Responsibilities:

  • Work with partners to identify and deliver opportunities to create a better digital customer experience that drives desired business outcomes and customer satisfaction.
  • Collect and synthesize quantitative and qualitative data from CX researchers, consumer insights & innovation teams, the voice of customer, analytics, and market research teams to support the development of journeys.
  • Create compelling visual representations of current-state and future-state cross-channel end-to-end experiences for consumption by product and design teams.
  • Identify existing quantitative and qualitative research to review, analyze, and leverage as you build knowledge of current state experience from the customer perspective.
  • Assist in projects by working directly with stakeholders, collaborating with the journey manager and other journey specialists, and working with design teams to envision, execute, and build future state journeys.
  • Seek to understand partner needs and ensure engagements are scoped and executed in a manner that provides actionable results.
  • Identify gaps in understanding and define new research needed to round out understanding of current state experience and customer needs.
  • Build and utilize personas for use across the organization, assist with the refresh of personas using primary and secondary data, and socialize and evangelize use of personas with work teams and leadership.

Requirements:

  • 2-5 years of digital design, evaluation, and/or customer research experience, with experience creating and using current state and/or future state journey maps to map customers' thoughts, feelings, and actions as they use products and services in the real world.
  • Experience creating and utilizing personas to support storytelling and representation of the customer POV, as well as experience planning sessions, facilitating sessions, and creating appropriate outputs.
  • Experience leveraging data and metrics to tell a story and drive decisions with partners, with skill in interpreting, analyzing, and synthesizing qualitative and quantitative insights.
  • Familiarity with tools such as Invision, Miro, Mural, and/or Figma, as well as strong verbal communication skills, active listening skills, and a proactive, self-starter ability.
  • A minimum of a Bachelor's Degree in User Experience Design, Human Computer Interaction, Human Factors, Business, Psychology, Cognitive Science, or other related discipline, with a Master's Degree preferred.

What We Offer:

A-Line Staffing Solutions offers a dynamic and collaborative work environment, with opportunities for professional growth and development. We are committed to providing our employees with the tools and resources they need to succeed in their roles.

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