Job Title: Customer Experience (CX) Strategist – Expert Level
Job Type: Full-Time
The Expert Customer Experience (CX) Strategist is a thought leader and subject matter expert responsible for shaping and driving innovative CX strategies at an enterprise level. This role plays a pivotal role in transforming customer interactions, enhancing loyalty, and ensuring a seamless omnichannel experience. The ideal candidate has deep expertise in customer behavior, digital transformation, and AI-driven personalization, with a strong ability to lead large-scale CX initiatives and influence executive decision-making.
Define and lead a customer-centric vision, ensuring alignment with overall business objectives and growth strategies.
Architect and implement cutting-edge CX frameworks, integrating digital and physical touchpoints for a seamless experience.
Leverage AI, machine learning, and predictive analytics to drive hyper-personalization and enhanced customer engagement.
Establish best-in-class CX measurement models, ensuring continuous improvement through data-driven decision-making.
Lead deep customer behavior analysis, identifying patterns, pain points, and opportunities for innovation.
Utilize advanced customer segmentation and predictive modeling to improve retention and lifetime value.
Drive real-time customer insights through AI-driven tools, sentiment analysis, and automation platforms.
Present CX insights and strategic recommendations to executive leadership and board members.
Oversee the deployment of CX technology stacks, including AI-powered chatbots, self-service portals, and CRM enhancements.
Champion the integration of omnichannel platforms, ensuring consistency across digital, in-store, and customer support interactions.
Collaborate with IT and data science teams to implement automation, AI-driven decision engines, and predictive service solutions.
Stay ahead of emerging CX technologies and industry best practices, positioning the company as a leader in customer experience.
Act as a CX evangelist, driving cultural change and fostering a customer-first mindset at all levels of the organization.
Partner with product, marketing, sales, and operations teams to align CX strategies with business goals.
Provide mentorship and guidance to CX teams, ensuring alignment with the latest methodologies and innovations.
Lead global CX initiatives, ensuring seamless experiences across multiple markets and geographies.
Master’s degree in Business, Marketing, Behavioral Science, Data Science, or a related field preferred.
10+ years of experience in CX strategy, digital transformation, customer analytics, or a related field, with at least 5 years at an executive or senior leadership level.
Deep expertise in customer behavior analysis, AI-driven CX enhancements, and digital transformation strategies.
Strong background in data science, predictive analytics, and machine learning applications for customer experience.
Experience leading large-scale CX projects and influencing executive decision-making.
Proven ability to drive innovation in customer engagement through emerging technologies and methodologies.
Exceptional leadership, strategic thinking, and problem-solving skills.
Strong public speaking and presentation skills, with the ability to influence C-level executives.