Strategic Customer Experience Leader
3 days ago
The role of a Customer Strategist at IT Search and Selection involves collaborating with diverse clients to shape and implement strategies that leverage design thinking, innovation, and customer-focused transformation for measurable business success.
About the RoleThis is a compelling opportunity for a professional with a strong consulting or customer focused background, a strategic mindset, and a passion for customer-centric change. You will have the chance to shape client outcomes, working with diverse teams to deliver innovative solutions.
Key Responsibilities
- Project Management: Manage and deliver projects through all stages, from initial research and business case development to execution and completion.
- Strategy Development: Develop and execute strategies across marketing, sales, go-to-market plans, and customer experience (CX) to foster loyalty and elevate customer satisfaction.
- Stakeholder Engagement: Partner with senior stakeholders to lead workshops and deliver initiatives that improve customer outcomes and organisational performance.
- Analysis and Improvement: Conduct detailed analysis of business and customer requirements, identifying improvements through engagement with key stakeholders and customer research.
- Transformation Design: Design and optimise customer operating models to enable impactful transformation.
- Digital Transformation: Lead digital transformation projects utilising methodologies such as Human-Centred Design, CX Design, Service Design, and Operating Model Design.
Requirements
- Project Leadership: Proven ability to deliver end-to-end project management, with excellent organisational and time-management capabilities.
- Workshop Facilitation: Expertise in designing and conducting client workshops with confident presentation skills.
- Stakeholder Engagement: Strong relationship-building abilities and experience engaging with senior client stakeholders.
- Innovative Thinking: Proficiency in design thinking and business innovation, driving customer-centric solutions.
- Customer Focus: Dedication to enhancing customer experiences through effective strategy and transformation delivery.
- Technical Acumen: Understanding of Martech, CRM platforms, CPQ tools, and data analytics.
Experience and Qualifications
- Experience: At least 5+ years experience as a BA/ PM/PO
- Proven Results: Demonstrated ability to lead successful customer transformation initiatives, including customer segmentation, loyalty programmes, and lifecycle strategies.
- Communication Skills: Exceptional ability to engage and influence stakeholders at all levels.
- Strategic Expertise: Strong understanding of sales and marketing strategies, alongside operating model design and optimisation.
- Digital Expertise: Knowledge of emerging technologies and their application to business transformation.
Benefits
- Competitive Salary: A competitive salary based on your skills and experience.
- Bonus: A bonus structure that rewards high performance.
- Health Insurance: Comprehensive health insurance for you and your family.
- Life Assurance: Life assurance to protect your loved ones.
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