We are on a path to improve the customer experience and develop key tools to enable the business to do so. We are standardizing and enhancing how we build customer personas and journey maps that help provide insight into the lives of our customers, shed light on opportunity areas for improvement, aid in commercial planning cycles, and eventually help automate other processes (ie marketing communications, sales campaigns. We are seeking a person to help us design, build and manage these artifacts and a global repository to house them. Eventually, we will also look to develop a more automated solution that helps us gain information in real time about the customer journey and anticipate this person will help be a thinking partner in that process, as well. This position will sit on the Global Marketing Team and support countries all around the world to build their personas and journey maps using a standardized process.
Design, build, and manage global repository of customer journey maps, personas and related artifacts within experience design tool
Develop and manage global artifact templates
Combine and visualize customer research, data from voice of customer programs and other KPIs to visualize end to end customer journey
Collaborate with customer experience leaders, researchers and designers, to create and validate customer personas and journey maps for countries
Assist with research results analysis and aligning country personas to global customer behavioral dimensions and archetypes
Establish and implement change/version control best practices
Participate on team that works to automate journey design for the future based on knowledge of developing the journeys using the global process
Bachelor's Degree or holds a relevant professional qualification or acceptable industry experience
Experience in gathering, analyzing, and meeting business and end-user requirements
Proven ability to organize and share information effectively
Demonstrates the ability to work with initiative, creativity and flexibility
Highly self-motivated and directed, with keen attention to detail
Able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization
Excellent written, oral, and interpersonal communication skills
Comfortable with ambiguous and agile environments
Strong presence and presentation skills, to promote the use of a repository solution across the organization - strong influencing skills
Has an appreciation and experience with empathic research artifact design and development and is able to visually display information in a coherent way
Prefer at least 7+ years related experience in customer experience research and design/design thinking.
Must provide portfolio with relevant examples of work that combines data from multiple sources to develop a cohesive and compelling visual of a situation
Must be able to work flexible hours to accommodate global meetings
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Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
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We look forward to working with you.
Beacon Hill. Employing the Future