Senior Customer Experience Strategist

7 days ago

Toronto, Ontario, Canada Rubicon Path Full time

At Rubicon Path, we are seeking a talented Sr. Customer Experience Strategist to join our team. This role is an exciting opportunity for a seasoned professional to make a meaningful impact on our organization's customer experience.

About the Role:

We are looking for a highly skilled and experienced Sr. Customer Experience Strategist who can help us design and deliver exceptional customer experiences across our services. As a key member of our team, you will be responsible for developing and implementing customer experience strategies that meet both customer and business needs.

Responsibilities:

  • Develop and implement customer experience strategies that align with our business goals and objectives.
  • Conduct user research and gather insights through interviews, surveys, and observations to understand customer pain points, expectations, and behaviors.
  • Map out customer journeys, service blueprints, and workflows, identifying gaps and opportunities for improvement.
  • Collaborate with cross-functional teams, including product management, UX/UI designers, developers, and marketing, to ensure cohesive service delivery.
  • Facilitate workshops and co-design sessions with stakeholders to generate innovative solutions.
  • Prototype and test service concepts, gathering feedback to iterate and refine the service design.
  • Ensure alignment between business processes, technology, and customer experience by coordinating efforts across departments.
  • Track and evaluate the performance of service changes through data analysis, user feedback, and KPIs.
  • Act as a champion for customer experience principles, advocating for user-centered approaches and best practices.

Deliverables:

  • Service Blueprints and Journey Maps: Develop detailed service blueprints and customer journey maps that outline the current and future state of our services.
  • User Research and Insights: Conduct thorough user research to identify customer pain points, motivations, and needs, delivering actionable insights.
  • Prototyping and Testing: Create and test service prototypes to validate concepts, gathering user feedback for further refinement.
  • Improved Service Processes: Implement service design improvements that streamline workflows and enhance customer satisfaction.
  • Stakeholder Workshops: Facilitate workshops to co-create solutions with business stakeholders and gather diverse perspectives on service design.
  • Service Metrics and KPIs: Establish and monitor service performance metrics, ensuring that service changes achieve the desired outcomes.

Requirements:

To be successful in this role, you will need:

  • A bachelor's degree in a related field, such as service design, interaction design, or user experience.
  • At least 3 years of experience in service design or a similar role.
  • Proven experience working as a service designer, user experience designer, or similar role.
  • Strong proficiency in service design tools and techniques, such as journey mapping, service blueprinting, and personas.
  • Excellent understanding of user research methods and their application in service design.
  • Experience working in cross-functional teams and leading co-creation workshops.
  • Strong problem-solving skills and the ability to think creatively and strategically.
  • Excellent communication and presentation skills, with the ability to articulate design decisions to both technical and non-technical stakeholders.

Preferred Qualifications:

The following qualifications would be beneficial:

  • A master's degree in a related field, such as service design, human-centered design, or a related field.
  • Experience working in sectors like finance, healthcare, or government, where service complexity and regulatory compliance are key.
  • Knowledge of digital transformation initiatives and service integration with digital platforms.
  • Experience working in Agile environments, collaborating with product owners and scrum teams.
  • Certification in Design Thinking, Lean Six Sigma, or similar methodologies.

Salary:

The estimated salary for this role is $120,000 - $160,000 per year, depending on experience.

Location:

This role is based in the United States, but remote work options may be available for the right candidate.

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