Business Architect/CX Strategist

Guides enterprises by working with business and technical teams to build experience strategies and frameworks that put the customer, and employees, squarely at the center of the entire business. Uses human insights research and business acumen to set the experience vision, strategy, and principles, for the end-to-end experience across the organization, and/or for digital transformations by managing the experience process and methodologies, collaborating with user researchers, UX designers, creative/visual designers, business stakeholders, and technical architects to ensure the end-to-end experience has business impact such as increased satisfaction, adoption or usage.

Expectations:

• Engages with the business development teams/client stakeholders to gain deeper understanding of customers' business problem, goals, and desired business outcomes
• Acts as an advocate and leader in the strategic design process of projects, owning the overall customer experience strategy and execution
• Facilitates experience design workshops leveraging design thinking across various project sizes and timelines
• Understands cross-functional business architecture and can identify process efficiencies to be implemented to support better experiences
• Formulates relevant and actionable insights from all data sources and disciplines and delivers key experience recommendations and roadmaps to ensure experience matures over time
• Understands customer experience strategy and principles
• Solves complex business problems with simple, industry-leading experience and design solutions
• Conceptualizes best-in-class digital experiences or applications and understand how each touch point is connected to the full user experience
• Leads best practices for cultivating a customer-focused culture and increasing employee engagement efforts
• Provide project and thought leadership, business judgment, and analytical insight to support next gen customer centric initiatives across multiple customer-facing touch points
• Consumes and uses large amounts of data to validate assumptions, and execute CX strategy at scale
• Effectively communicates recommendations to senior-level client executives via powerful story driven presentations
• Stay current on emerging industry trends and the competitive landscape to provide insight on ways to improve holistic experiences
• Facilitates client decision-making and prioritization
• Guides or develops content strategy and provides draft content
• Guides or performs discovery activities including user research interviews, persona development, and journey mapping
• Hands off experience insights to UX design and development teams to ensure the customer voice is built into designs and development of digital experiences
• Works directly with client stakeholders in an iterative/agile manner to dramatically improve the understanding, designs, and prototypes