Leader of the Experience Design practice - focused on developing the GOJ capability enabling total customer/brand experience for our clients. Managing a cross-functional team of strategy-design-technology in the delivery of digital-enabled marketing experiences (in service of brand, commerce, service, or loyalty objectives).
Articulate critical client problems around CX and develop solutions based on category understanding, client capability, competitive landscape, cultural tension, and customer insights.
Conduct CX assessment on client’s current engagement platforms, such as official website, e-commerce platform, Social media, Apps, and other emerging platforms. Identify improvement opportunities on architecture, interface, functionality, and overall experience in support of business objectives.
Lead regular study on competitive and leading practices, keep up with emerging CX trends. Shape perspectives on CX design principles and apply to different client situations.
Articulate customer needs and expectations on a given platform via deep understanding of customer persona & journey as well as understanding of client business problems.
Develop platform positioning, defining the roles of each platform and how they interact with one another. Articulate the objective of a given platform and develop platform strategy, underpinned by a few key user scenarios.
Collaborate closely with Creative colleagues to outline information architecture, design interface, and visual expression. Work closely with Delivery colleagues to run UAT and continuously optimize overall experience.
Analyze users’ overall on- platform journey (landing, browsing, click through, drop off, etc.) and recommend on how to optimize path to purchase / booking / action.
Elevate the standard of effectiveness and creativity through pursue of high-quality work, on- job training to teams, case writing, and collaboration with different business units across whole company.
Potentially manage a team 10 people. CX Research & Strategy, CX/Service Design, and CX Operations (PMO/Tech).
Ideally 10-15 years of experience in strategy, marketing, UX, Internet Companies, Design House, tech start-up, or consulting. Or demonstrate strong desire and potential to learn and do the above.
Bachelor’s degree or higher. Marketing, Psychology, Design majors preferred.
Influencing skills, collaborator, inspiring, leadership, flexibility.
Ability to handle ambiguity, pop-culture omnivore, good sense of humor, and an engaging personality.