Customer Experience (CX) Strategist (remote)

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Overview

Perficient is seeking a motivated and savvy Customer Experience (CX) Strategist with a proven commitment to deeply understanding customers and employees to deliver great omnichannel experiences at all points of their journey.

As a CX Strategist, you will be an integral part of Perficient's Digital Marketing team where you will:
  • Conduct client research and analysis efforts to uncover the drivers, pain points, and unmet needs of varied target audiences across multiple industries.
  • Engage in client programs to reveal and amplify the voice of the customer to challenge the status quo and empower client s to use data strategically.
  • Work within cross-functional teams to develop audience-driven artifacts , like personas and customer journeys, that reveal new and innovative approaches to digital marketing, personalization and customer experience that leverage d esign t hinking and other related methodolog ies .


This position is available immediately, and the selected candidate can work remotely from any location in the continental US.

Perficient is always looking for the best and brightest talent and we need you! We're a quickly-growing, global digital consulting leader, and we're transforming the world's largest enterprises and biggest brands. You'll work with the latest technologies, expand your skills, and become a part of our global community of talented, diverse, and knowledgeable colleagues.

Responsibilities

  • Participate in projects that enhance the client's understanding of the customer.
  • Collaboratively p lan and c onduct high- quality , in-depth quantitative and qualitative customer research efforts , including surveys and interviews.
  • Understand and interpret customer experience measurements.
  • Bring together various data sources to understand customer friction points, motivations, needs, goals, etc. and uncover the "why" behind customer actions from a holistic, data-based view.
  • Create data-driven personas of target customer segments to build empathy, share emotional and functional needs, and help teams create experiences .
  • Effectively participate in virtual working sessions in experience mapping, customer journey mapping and service blueprinting.
  • Document current and future consumer journeys, identifying key activities, touchpoints, emotions, supporting data, and opportunities .
  • Develop narratives and visualizations of voice of the customer concepts to infuse within customer experience artifacts and related presentations .
  • C reate effective communications across multiple internal channels to increase ability to change the customer experience.


Qualifications

  • The ideal candidate has 3 + years of CX, customer journey, customer blueprinting and/ or human - centered design experience .
  • Knowledge of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices.
  • Ability to synthesize disparate information to unlock relevant insights, including the use of digital analytics, customer feedback, customer research, and other qualitative and quantitative metrics to inform planning and prioritization.
  • Experience developing personas, experience maps, customer journey maps and service blueprints for complex organizations.
  • Interview and workshop facilitation skills, both remote and in person, and with a variety of participants leveraging virtual collaboration tools.
  • Familiarity with design thinking and related methodologies.
  • Ability to work independently and with a team consisting of varied client and project stakeholders and team members.
  • Self-motivated and proactive, with exceptional problem-solving skills .
  • Excellent organizational, verbal, presentation , visual, storytelling and written communication skills. Capability to communicate complex ideas effectively.
  • Technologically adept, particularly with MS Office applications (PPT, Word, Excel). Previous experience with Qualtrics or UserInterviews.com would also be valuable.
  • Bachelor's degree or greater is required.


Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work.

WHO WE ARE

Perficient is a leading global digital consultancy. We imagine, create, engineer, and run digital transformation solutions that help our clients exceed customers' expectations, outpace competition, and grow their business. With unparalleled strategy, creative, and technology capabilities, our colleagues bring big thinking and innovative ideas, along with a practical approach to help our clients - the world's largest enterprises and biggest brands succeed.

WHAT WE BELIEVE

At Perficient, we promise to challenge, champion, and celebrate our people. You will experience a unique and collaborative culture that values every voice. Join our team, and you'll become part of something truly special.

We believe in developing a workforce that is as diverse and inclusive as the clients we work with. We're committed to actively listening, learning, and acting to further advance our organization, our communities, and our future leadersand we're not done yet.

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.

Disability Accommodations:

Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.

Disclaimer: The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification. Management retains the discretion to add or change the duties of the position at any time.

IMPORTANT INFORMATION: Applicants should ensure that their e-mail settings will receive e-mail from the iCIMS system otherwise, you could miss critical communications related to your application.

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More Information on Perficient
Perficient operates in the Information Technology industry. The company is located in St. Louis, MO, Boston, MA, Houston, TX, Denver, CO, San Francisco, CA, New York, NY, Allentown, PA, Fairfax, VA, Atlanta, GA, Lafayette, LA, Columbus, OH, Cincinnati, OH, Carmel, IN, Chicago, IL, Minneapolis, MN and Irvine, CA. Perficient was founded in 1997. It has 3295 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 70 open jobs at Perficient, click here.
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