The Employee Experience (EX) 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.

Key Responsibilities:

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.

Basic Qualification:

The ideal candidate has 5+ years of CX, customer journey, customer blueprinting or human centred design in the Employee Experience management or similar fields.
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.