Senior Experience Strategist

10 hours ago


Miami, United States The Judge Group Full time
Job Description

We are seeking a Senior Experience Strategist to join our team at The Judge Group. The ideal candidate will have a strong background in customer experience innovation and project management.

Key Responsibilities:
  • Identify opportunities to reimagine and revolutionize customer experience across client products.
  • Participate in user research and observation of user tasks, integrating these findings with business requirements to transform the user's mental model into the concept.
  • Deliver service improvements to improve the customer experience across client.
  • 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 continually implement new ways to enhance Customer Experience and to deliver tangible improvements.
  • Monitor and forecast customer experience trends and impacts by doing a market study and research across industry 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 in order to provide the best outcome considering business constraints.
  • Analyze competitive benchmarking to seize new opportunities.
Requirements:
  • 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.
Preferred Qualifications:
  • 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.


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