Customer Experience Strategist

4 days ago

Fayetteville, North Carolina, United States Arkansas Department of Workforce Services Full time
About the Role

We are seeking a highly skilled Customer Experience Architect to join our team at the Arkansas Department of Workforce Services. As a key member of our organization, you will be responsible for championing the complete end-to-end customer experience for all of our existing and potential customers.

Key Responsibilities
  • Lead and execute CX strategy, design research, and service design throughout the solution lifecycle in partnership with cross-functional team members.
  • Implement customer-centricity across the company through design frameworks and methodologies, including archetype/persona development, journey mapping, and service blueprinting.
  • Design and facilitate cross-functional working sessions and workshops for strategic alignment and creative problem-solving.
  • Understand and analyze all aspects of our omnichannel banking experience to identify opportunities to attract, acquire, and retain loyal customers.
  • Leverage and contextualize insights from Voice of Customer (VOC) surveys, marketing and performance data, and research programs to monitor overall journey health.
  • Support the Director of CX Design in developing and socializing target experiences and incorporating those as outcomes into roadmaps.
  • Integrate Design Research methods such as ethnography, contextual enquiry, participatory design, and other activities selected to meet specific research goals.
  • Perform analysis and data visualization following research studies to communicate actionable findings and inform solution requirements.
  • Consistently report effective content to all levels of the organization and know when to balance polish and scrappiness.
  • Create and train on the utilization of meaningful experience metrics and dashboards, thereby accommodating stakeholders' needs to make results consumable and useful across the business.
  • Inspire, foster, and mentor colleagues who are interested in CX and Service Design, Design Thinking, Customer Journey Mapping, empathy-building, and/or customer research as skills and practices.
Requirements
  • Expertise in customer experience design and implementation.
  • Strong understanding of design frameworks and methodologies.
  • Excellent communication and facilitation skills.
  • Ability to analyze complex data and communicate actionable findings.
  • Experience with design research methods and tools.
  • Strong understanding of customer journey mapping and service blueprinting.
  • Ability to work effectively in a cross-functional team environment.
  • Strong analytical and problem-solving skills.
  • Ability to balance polish and scrappiness in reporting effective content.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced professional looking to make a meaningful impact in the field of customer experience, we encourage you to apply for this exciting opportunity.

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