We are seeking an experienced Customer Experience (CX) Strategist to support our outdoor decking client in enhancing their customer journey and overall experience. The CX Strategist will work closely with the strategy director and client teams to analyze customer data, identify opportunities for improvement, and develop strategies to optimize the customer experience across various touchpoints.

Responsibilities

Analyze customer data and feedback to identify pain points and opportunities for improvement
Develop customer journey maps and user personas to better understand customer needs and behaviors
Create and execute CX strategies to optimize the customer experience across various channels
Conduct data analysis and reporting to measure the effectiveness of CX initiatives
Collaborate with cross-functional teams to ensure alignment and successful implementation of CX strategies
Present findings and recommendations to clients and internal stakeholders

Requirements

Proven experience as a customer experience strategist, with a track record of driving measurable improvements
Strong analytical skills and experience working with customer data
Expertise in developing customer journey maps and user personas
Excellent communication and presentation skills
Ability to collaborate effectively with cross-functional teams
Familiarity with data analysis and reporting tools

Desired Skills

Content Development & Management

Additional Information

Preferred Skills and Experience:
Experience working with clients in the outdoor decking industry
Knowledge of HubSpot, Google Analytics, Power BI, and other relevant platforms
Familiarity with user experience (UX) auditing tools like DMARD Institute
Experience with social listening tools like Meltwater