Job Title: Customer Experience (CX) Strategist – Senior Level
Job Type: Full-Time
The Senior Customer Experience (CX) Strategist is responsible for leading customer experience initiatives that enhance satisfaction, engagement, and brand loyalty. This role focuses on developing high-impact CX strategies, leveraging customer data, and working cross-functionally to optimize customer interactions across all touchpoints. The ideal candidate will have a deep understanding of customer journey mapping, behavior analysis, and digital transformation, with a strong ability to drive change and influence business decisions.
Develop and implement CX strategies that align with business objectives and enhance the overall customer experience.
Lead customer journey mapping and experience design initiatives to identify friction points and areas for improvement.
Drive cross-functional collaboration with marketing, sales, product, and operations teams to ensure seamless customer interactions.
Advocate for a customer-first approach by influencing key stakeholders and decision-makers.
Analyze customer feedback, behavioral data, and key metrics such as NPS, CSAT, and customer retention rates to identify trends and opportunities.
Leverage AI, predictive analytics, and segmentation techniques to personalize customer engagement.
Conduct A/B testing and usability studies to refine CX strategies and optimize digital interactions.
Develop executive reports and presentations with actionable recommendations based on customer insights.
Oversee the implementation of CX technologies, including CRM enhancements, chatbots, self-service platforms, and AI-driven personalization.
Partner with IT and digital teams to enhance omnichannel customer experience capabilities.
Drive automation and efficiency improvements to streamline customer interactions and reduce friction.
Stay ahead of industry trends and innovations in customer experience, recommending best practices and new technologies.
Act as a strategic partner to leadership teams, providing CX insights and data-driven recommendations.
Work closely with UX/UI teams to enhance website and mobile app user experience.
Collaborate with marketing teams to ensure customer-centric messaging and engagement strategies.
Mentor and guide junior CX team members, fostering a customer-focused culture within the organization.
Bachelor’s degree in Marketing, Business, Communications, Psychology, or a related field (MBA preferred).
7+ years of experience in customer experience, digital strategy, marketing, or related fields, with at least 3 years in a leadership role.
Proven expertise in customer journey mapping, behavior analysis, and experience design.
Strong proficiency in CRM systems, customer analytics platforms, and digital engagement tools.
Ability to lead cross-functional teams and influence executive decision-making.
Strong analytical skills with experience using AI, machine learning, and predictive analytics to drive CX improvements.
Excellent communication, problem-solving, and project management skills.