Senior Experience Strategist

4 weeks ago


Miami, United States The Judge Group Full time
Job Title: Senior Experience Strategist

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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