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NegotiableCX Consultant
Digital Marketing Jobs
Salt is partnering with a financial services firm to hire a Customer Experience Consultant. This is a fully remote position, open to applicants based out of the USA. Applicants must be legally authorized to work in the US without sponsorship.
This person will play a critical role in the CX center-of-excellence team; advancing customer-centric culture throughout the enterprise; planning & facilitating CX workshops, producing journey maps, personas, insights and opportunities, managing journey artifacts in Touchpoint Dashboard and supporting CX team projects and CX champion partners on an ongoing basis.
The role + responsibilities:
- Develop journey maps to frame customer experiences and moments that matter for the organization, immersing in our business delivery and engaging customers to identify gaps and recommending opportunities for increasing customer satisfaction
- Leverage CX insights research and data to inform customer journey maps and experience design briefs, coaching colleagues to drive informed strategic decision-making and action planning
- Manage online dashboard of customer journey map artifacts, including updates for implemented improvements, changes and relevant metrics
- Promote engagement and understanding of CX artifacts and associated performance metrics within the organization, including creating visuals/presentations to help illustrate CX concepts and managing content on CXM team intranet site
- Serve as a CX ambassador engaging with teams, advocating for customers, promoting CX practices and competencies, building relationships with CX champion partners and LOB stakeholders, coaching the organization to improve customer-centricity and deliver on the brand promise
- Plan and facilitate online/in-person workshops guiding cross-functional groups to collaborate and produce valuable insights, personas, journey maps and experience design recommendations; demonstrate methodologies; articulate workshop outcomes to an executive audience
- Inform and support project management of various CXM initiatives, agency partners and team members as required, including CX insights research manager and Voice of Customer program manager
- Research CX trends in the financial services category and socialize with the organization
- Contribute to developing CXM strategy and establishing KPIs for assessing CXM effectiveness
Your background + qualifications:
- Bachelor’s Degree from an accredited university OR 4+ years of experience in CX, Marketing, Business Analytics, or other related business field
- 5+ years of professional experience within Customer Experience
- 2+ years of experience facilitating and planning journey mapping workshops and implementing CX best practices with business partners
- 2+ years of experience utilizing Microsoft Office Suite products effectively
- Understand and can teach CX methods and tools (e.g. personas, journey mapping, design thinking)
- Aptitude for understanding financial institution products, services and processes as well as how they are experienced by customers (B2C and B2B)
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority
Salt is acting as an Employment Agency in relation to this vacancy.
Job Information
Job Reference: JO-2212-329475
Salary: Negotiable
Salary per: annually
Job Duration:
Job Start Date: ASAP
Job Industries: Digital Marketing Jobs
Job Locations: Texas
Job Types: Permanent