Customer Experience Strategy (CX&I)

R3 Technology Inc; Ciudad de México; On-site; MXN 900,000 - 1,400,000; Full time

Job summary

R3 Technology Inc is seeking a Manager for Customer Experience & Innovation Consultant to lead and shape digital business transformation engagements that align product and service strategy with measurable customer value. You will drive strategy from framing problems to defining roadmaps and ongoing advisory support.

In this role you’ll leverage customer research, service design thinking and data-enabled CRM to deliver innovative experiences across web, mobile, and emerging channels.

Qualifications

• Experience with customer experience strategy approaches incl. research, modeling and value proposition development
• Strong service design thinking and a track record in translating insights into actions
• Experience defining roadmaps, prioritization methods and business cases

Responsibilities

• Articulate and frame a client’s customer and business problems and the mutual value of recommendations and phases of a strategic roadmap
• Leverage experience in product innovation, service design thinking and customer research to deliver integrated strategy and execution
• Collaborate with clients and internal partners to generate strategies and value propositions using innovative technology and channels
• Synthesize information quickly and apply it to actionable insights, implications and initiatives
• Shape data and CRM strategies that turn customer data into personalized, connected experiences
• Plan, estimate, and manage a track of work within budget, deliverables, and quality standards
• Grow the business by supporting strategy capability and our industry go-to-market teams
• Supervise and nurture junior team members
• Contribute to thought leadership and practice development within the organization

Skills

Customer experience strategy

Service design thinking

Customer research

Roadmapping

Data strategy & CRM

Cross-functional collaboration

Job description

We're looking for a manager “Customer Experience & Innovation Consultant” to join our team to sell, shape and support digital business transformation (DBT), or service and product strategy engagements that lead to innovative and connected offerings for our clients and their customers. This role will participate in all phases of strategy–either for an enterprise or specific to a product or service–from context framing to value proposition development, the definition of roadmaps and design, and ongoing consultation.

What success will look for you:

• Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap.
• Leverage a breadth of experience in product innovation, service design thinking and customer research, supported by business strategy and technology into integrated and actionable strategy and execution that will delight and serve customers, bridging strategy concepts to designed products and services.
• Collaborate with clients and internal partners to generate strategies and value propositions that utilize innovative technology and emerging channels–web, mobile, social, chat, voice, kiosk, etc. – to compliment traditional modes of service.
• Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility.
• Facilitate meetings and workshops with sensitivity to client and team needs.
• Ability to show the traceability and clear shaping of research, data and observations into actionable insights, implications, and initiatives for our clients.
• Shape data and CRM strategies that turn customer data into personalized, connected experiences, defining how data, segmentation, and CRM capabilities drive customer engagement, loyalty, and measurable business value.
• Help to plan, estimate, and manage a track of work (including other individuals) in accordance with budget, deliverables and quality standards while demonstrating measurable value and satisfaction for the client.
• Help to grow the business–both in the strategy capability and in support of our industry go-to-market teams, being the champion for customer, market, and technology insights and strategy with clients and internal teams.
• As part of career growth, supervise and nurture junior team members.
• As part of career growth, contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through presentations and publishing.

You’ll need these experience skills & attributes

• Experience working with globally recognized and clients across different categories, or notable, exceptional work with mid-sized organizations
• Experience with a range of customer experience strategy approaches, e.g. customer research and modeling, service design, new product innovation and value proposition development, prioritization methods, business case development, road-mapping, etc.
• Strong experience in data strategy and CRM, e.g. defining customer data and CRM roadmaps, customer segmentation, lifecycle and loyalty strategies, personalization, and the use of customer data and analytics to inform experience and business decisions.
• Highly proficient with experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business.
• Experience bridging “digital” and non-digital products and services Led diverse project/product teams (or tracks within teams) in dynamic and fast-paced and globally diverse environments.
• Proven experience working and feeling comfortable in a multi-disciplinary team environment of strategists, design, engineers, product managers and clients
• Strong attention to detail and ability to partner with clients and internal teams
• Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener
• Willingness to contribute to new business development and revenue generation
• A self-starter with an entrepreneurial spirit