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Director of Client Experience

2 months ago

Kitchener, Ontario, Canada Mediabistro Full time
Job Summary

We are seeking a seasoned professional to lead our journey design efforts and drive exceptional client experiences. As a Director of Client Experience, you will be responsible for working with stakeholders across the organization to identify, define, and shape key client experiences across our products, services, and channels.

Key Responsibilities
  • Lead the identification, collection, and analysis of key data and insights to prioritize journeys and interactions across various channels
  • Accountable for providing CX Journey and service design expertise to define the experience for these journeys, influencing planning, design, and measurement activities
  • Partner deeply with Product and Business to define short-term and long-term CX roadmaps that identify key changes required to deliver the target client experience and measurable business and client outcomes
  • Create new and leverage existing service design tools to build a comprehensive view of current and future state experiences
  • Collaborate with Product, Technology, and Data to connect client-facing touchpoints with back-end capabilities to support design, development, and delivery phases
  • Define and uphold the North Star for "One Sun" client journeys across the organization
  • Facilitate and connect the design and development of various features/functions into experience-level programs at a journey level; working closely with UX and Marketing to bring these experiences to life
  • Inform and influence annual planning and roadmaps through an expert knowledge of client needs, market trends, and business strategy
  • Advocate and be a champion for Client Experience across the organization
Requirements
  • 7+ years' experience in journey design, service design, product strategy, or a closely associated field
  • Post-secondary education in Marketing, Business, or Design-related field
  • Experience leading and managing teams responsible for journey design and delivery of omni-channel Client Experience, while working directly with clients
  • Strong understanding and proven track record of driving measurable CX and business outcomes with the following:
    • Human-Centered Design (HCD) and Design thinking approaches that drive both client and business outcomes.
    • Various service design methods and tools, including future state CX and journey design, concept and storyboarding, iterative prototyping based on client feedback, CX canvas, and opportunities roadmaps
    • Leveraging CX-related analytics, data sources, and measurements to identify opportunities and track impact
  • Expert collaboration skills, working with various levels of stakeholders and partners to take action; includes executives, product leaders, business, and development teams.
  • Strong communication skills with the ability to influence and impact decision-making
  • A demonstrated record of driving business results and organizational change through CX Strategy and service design
  • Financial services industry experience is preferred
  • Operation or Process Engineering background is preferred
What We Offer
  • A dynamic and inclusive work environment
  • Opportunities for professional growth and development
  • A competitive salary and benefits package
  • A flexible work arrangement that supports work-life balance
  • The chance to make a meaningful impact on our clients' lives