Member Experience Architect

Member Experience Architect

Requirements

• Strong ability to analyze data, identify trends, and make data-driven decisions related to customer experience.
• 10+ years of experience in strategy or customer experience, with a proven track record of driving strategic CX initiatives.
• Demonstrated understanding of financial concepts, investment and ROI analysis, budgeting, and forecasting and modeling techniques.
• Ability to manage projects, track progress, and ensure deliverables are met on time and within budget.
• Proven leadership or contribution to executive decision making and logical cascade to managing projects and CX initiatives.
• Lead CX strategy sessions, getting executive buy-in and addressing concerns.
• Excellent problem-solving and analytical skills related to customer experience.
• Strong communication and interpersonal skills.
• Experience with project management tools (e.g., Google Sheets, project management software).
• Strong customer service orientation.

Responsibilities

• Craft comprehensive strategic plans designed to elevate the overall customer experience. Implement these plans meticulously, ensuring alignment with organizational goals and customer needs.
• Scrutinize customer feedback and data with meticulous attention to detail. Identify key areas where improvements can be made to the customer journey. Develop and implement targeted solutions to address these identified areas, fostering a continually improving customer experience.
• Create frameworks and visualizations of the customer journey to identify touchpoints, understand interactions, and pinpoint areas for optimization.
• Conduct in-depth research on industry best practices and emerging trends in the field of customer experience. Stay informed about the latest advancements and integrate relevant knowledge into CX strategies and initiatives. Follow the competition and customers, assessing opportunities and threats, and utilizing external data points to influence plans for differentiation.
• Establish and maintain a robust system for tracking CX performance metrics and key performance indicators (KPIs). Generate detailed reports on CX performance, providing valuable insights into areas of success and those requiring further attention.
• Actively collaborate with diverse cross-functional teams, including but not limited to, product, engineering, and marketing departments. Work in synergy with these teams to integrate customer experience initiatives seamlessly into the broader organizational framework.
• Create and diligently maintain comprehensive project documentation. This includes, but is not limited to, project plans, detailed timelines, and regular, up-to-date status reports. Ensure all project-related information is accurately recorded and readily accessible.
• Promote a customer-focused culture within the organization by educating teams on CX principles and best practices.
• Proactively identify potential risks that could impede the progress or success of CX projects. Develop and implement mitigation strategies to address these risks, ensuring projects remain on track and potential issues are minimized.

Preferred Qualifications

No preferred qualifications provided.