Experience Strategist
Full time
About the Role
In the role of Experience Strategist you will have a unique opportunity to help our clients at various stages of digital transformation initiatives. The ideal candidate will be able to drive strategy of digital projects with a shared lens between customer centricity and business objectives. You will help our clients develop big picture vison for their business across all aspects of digital touchpoints. You will work in a fast paced, technology and innovation driven environment, on a mix of clients and verticals.
Responsibilities:
• Discovery and research
o Understand our client’s business context, goals and incorporate client’s unique requirements into strategy deliverables
o Gather information on our client’s business context, process and competitive to identify whitespace opportunities
o Plan and facilitate qualitative research with end users and summarize research in user profiles, personas, or other relevant documentation
o Understand and develop customer journey maps and service workflows across all channels to uncover better ways to acquire, retain and service customers
o Drive client collaboration by leading workshops (in person or virtually)
• Experience strategy
o Lead ideation and development of user-centric solutions, meeting client-identified business objectives
o Leverage data in solutioning process - consume and synthesize data to derive solution insights (from client data and research data)
o Create digital/experience transformation strategies across variety of clients and verticals (with focus on digital commerce, telco, financial services, and loyalty)
o Develop strategic roadmaps to help visualize execution plans for experience and technology rollouts
o Create sketches, storyboards, wireframes and/or high-level sitemaps to communicate an aspirational vision to the client
• Leadership
o Lead client engagements (or as part of team) across variety of clients and industry verticals
o Communicate complex digital solution concepts to non-technical audiences
o Lead collaboration with client teams and help develop client capabilities
o Maintain stewardship of vision throughout project delivery
o Be a thought leader on technology trends on projects as well as throughout organization internally as a digital SME
o Contribute to estimating and proposal process
o Establish relationships with senior client stakeholders
Requirements
About you
You have real interest in all aspects of digital, from transformation through customer experience lens to MarTech and technology. You like to dig into a problem, are undaunted by ambiguity, and have a passion for innovative solutions. This calls for a good balance of analytical skill, strategic thinking, and creativity.
You like to take ownership of a project and leadership in a group. You need empathy too: knowing how to listen and speak, to users, clients and to your team. Data sense and analytical skills are critical: qualitative and quantitative, it’s all about rationale-based thinking.
Moreover, you want to be a mentor to other team members and lead a team of various cross-functional contributors. Beyond project execution, you have experience managing a team, supporting their work and managing their performance in a formal role.
You have excellent organizational abilities, superior communication and presentation skills, both verbal and written, strong problem-solving skills in a technical environment, attention to detail, and the ability to work on multiple projects at the same time.
For you creating a deck is not boring, but rather an opportunity to tell a compelling story – whether for the audience you are presenting to or someone who might be reading it months later.
Your background should include:
• Agency or consulting experience
o 7+ years of experience in a strategy role in consulting (digital focus) or digital agencies
o Direct experience working with a multi-disciplinary team (including mix of agency, client and 3rd party vendors)
o User experience design background preferred
• Strategy projects in following areas:
o Customer Experience Strategy
o Product Strategy
o Digital Transformation
o eCommerce
o Complex, multi-touchpoint digital solutions
• Familiarity and experience with following activities and deliverables:
o Workshop planning & facilitation
o Requirements gathering
o Strategic roadmaps
o Developing digital ecosystems
o Experience research and Customer Journey maps
o Segment research and persona development
o Content strategy
o Conversion optimization
• Familiarity and comfort with client management and business development:
o Managing client relationships
o Identify opportunities for new engagements as part of project delivery
o Leading a project portfolio from perspective of strategy and client communication
o Experience leading teams and understanding of project management in an asset