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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Piercing Pagoda, Rocksbox and JamesAllen.com. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People - and the love their actions inspire - are what drive us. We're not only proud of the love we inspire outside our walls, we're especially proud of the diversity, inclusion and equity we're inspiring inside. There are dynamic career paths awaiting you - rewarding opportunities to impact the lives of others and inspire love. Join us!

***REMOTE OPPORTUNITY***

The Role

We are seeking a talented, imaginative, and experienced Senior Customer Experience (CX) Strategist who is passionate about bringing Digital into the everyday life of our operational footprint and the omni-channel interaction we have with our customers. Specifically, in this role, we are seeking a Senior CX Strategist who will be responsible for partnering closely with the Director, CX Journey Mapping & Strategist to drive our Digital Discovery, Journey Mapping and Service Design practice, as well as the strategic growth and long-term roadmap for Signet's Digital organization. They will partner closely with stakeholders to set the strategic direction and oversee the execution of the end-to-end discovery processes to improve the digital customer experience in partnership with functional areas of the business.

Responsibilities

• Serve as program execution in support of key priority journeys. Conduct & deliver end-to-end journey mapping to understand drivers of customer complaints/ customer pain points as well as create seamless journeys across people, process, channel and policy.
• Work in partnership and facilitate relevant digital product, brand, and store operation SMEs to create and deliver CX Strategies & Service Design Blueprints that connect the customer across channels; leverage strong process design methodologies such design thinking and Customer experience redesign methodology to create the right end-to-end solutions for our customers.
• Support the integration of Digital into the store model by ensuring digital becomes part of the operational model and store consultants lead direction in digital enhancements and roadmaps. Provide strategic thought leadership and support, business management/operational support and guidance, etc.
• Partner closely with the Digital Product, Technology & Store Digital teams to set roadmaps and backlogs aligned to a strong, connected CX lead Product Vision.
• Partner with design team to draw on the design principles and trends needed to create the right digital experience and with experience analytics teams to benchmark & measure improvements
• Provide strategic thought leadership and support, business management/operational support and guidance, etc.

Requirements

• Bachelor's degree
• 7+ years customer and digital strategy, or digital servicing
• Prior experience of using a customer mindset to deliver digital capability
• Experience in Agile delivery, design thinking practice and sprint planning
• Track record of success in growing digital usage, sales, and engagement
• The ability to identify, source and analyze data and information from available sources (primary and secondary), identify trends, connect the dots and draw conclusions to inform key business decisions across lines of business and functions
• Strong customer centric focus and past achievement in applying a customer mindset to shape solutions and approach to realize marketplace potential and meet financial goals
• Passion and knowledge of omni channel customer experience best practices

Benefits & Perks

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous PTO + company holidays
• Diversity programs
• Paid subscription to PlateJoy
• Much more!

$105,000 - $154,000*

*Final pay rate shall be determined and is based on experience and qualifications