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Customer Experience (CX) Strategist and Design Consultant in Atlanta, GA at BetterJobs

Date Posted: 8/11/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Peachtree Dunwoody Road
    Atlanta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/11/2018

Job Description

Company Description

Our client is a woman-owned, full-service management consulting firm headquartered in Atlanta that works with Fortune 500 and mid-market companies. Their team of consultants includes experts in the areas of Revenue Growth, Operational Performance, IT Management, Business Intelligence, and Change Management. The company is experiencing triple digit, three-year revenue growth and is actively seeking to hire subject matter experts to support existing and new client projects. If you have the demonstrated abilities to excel in this role and like the idea of working on local projects, then we would love to speak with you!



Job Description

The Customer Experience (CX) Strategist and Design Consultant will join an ongoing project team with a client in the telecommunications industry. This role will contribute to the launch of new products and designs by identifying, designing, developing and measuring differentiated experiences to drive customer devotion and advocacy. Specific duties include:

  • Develop views of both present and future customer journeys through quality research.
  • Lead projects that enhance client’s understanding of the customer.
  • Serve as customer advocate during new product launches and service upgrades.
  • Develop customer needs and use cases throughout a customer journey.
  • Translate customer needs into business requirements.
  • Lead teams in developing business and customer cases to help drive experience improvement.
  • Understand and interpret customer experience measurements.
  • Develop operational plans to deliver great customer experiences.
  • Have a strong cross-functional understanding of service delivery to be able to identify and engage boundary partners.
  • Have experience with leading facilitated sessions in customer journey mapping and service blueprinting.
  • Create effective communications across multiple internal channels to increase ability to change the customer experience.

Job Requirements

Qualifications


  • The ideal candidate has 5+ years of CX, customer journey, customer blueprinting or human centered design in the telecommunications or similar industry.
  • Bachelor's degree or greater is required.
  • Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices.
  • Excellent organizational, verbal, presentation/facilitation and written communication skills.
  • Ability to work independently and with a team consisting of executives, project stakeholders and project team members.



Additional Information

Forrest Johnson Recruiting and our clients provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.