Senior Experience Strategist
4 weeks ago
At The Judge Group, we're seeking a Senior Experience Strategist to join our team. As a key member of our Experience Team, you'll play a crucial role in shaping the customer experience across our clients' products.
Key Responsibilities:
- Identify opportunities to reimagine and revolutionize customer experience across client products.
- Participate in user research and observation of user tasks, integrating findings with business requirements to transform the user mental model into a concept.
- Deliver service improvements to enhance customer experience across the company.
- Influence business and technology partners to support and deliver proposed improvements.
- Use Journey Net Promoter Score and other metrics to measure improvements over time.
- Participate in customer experience focus group sessions with business, designers, and technology leaders.
- Work across teams to continually eliminate unnecessary processes and implement new ways to enhance customer experience and deliver tangible improvements.
- Monitor and forecast customer experience trends and impacts by conducting market studies and research across industries to bring insights on new customer experience trends.
- Understand customer journeys across various transactions and identify process gaps and opportunities.
- Backlog management.
- Requirements prioritization.
- User story review and acceptance criteria writing.
- Support test plan design for experience functionality.
- Requirements gathering, evaluation, and documentation for processes and transactions.
- Understanding of the process for releasing products, stakeholders, and negotiation with key partners to provide the best outcome considering business constraints.
- Analyze competitive benchmarking to seize new opportunities.
MUST-HAVE SKILLS:
- Demonstrated active participation in experience teams framing and solving challenging problems on multiple programs or shipped products with a large user base.
- Proven record of implementation of innovative efforts to improve experience from concept to execution.
- Experience with agile methodology and tools.
DESIRED SKILLS:
- A degree in CX Management.
- Ability to digest and translate complex technical requirements into intuitive experiences.
- Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.
- Experience with Smart Sheets and/or Google Suite.
EDUCATION/CERTIFICATIONS:
- Bachelor's degree or equivalent work experience.
- Five or more years of relevant experience.
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