Overview
This is a 100%-remote, Experience Strategy Manager opportunity. You will be at intersection of business, customer & technology shaping the product strategy, future vision and roadmap that will build successful digital products. Ultimately you are responsible for ensuring that the digital products not only have a consistent experience across the group but are also highly engaging and create a truly magical experience for users. You will play a central role shaping the product experience by discovering and synthesizing user research findings, developing and leading visioning sessions with business stakeholders, and defining customer journeys, service models, and interdependent experience components
What you will be doing
- Collaborate with Senior Product Owners and Business stakeholders to define business opportunities and translate insights into consumer-facing experiences
- Use design thinking methodology & strategy frameworks to lead compelling action-oriented workshops
- Engaging with business stakeholders to understand, test and refine new ways of working with the goal of achieving desire customer experiences across the entire user journey
- Responsible for leading and partnering with product designers to outline the intended users, their needs, and the desired experience, and the connection to the brand
- Lead all aspects of design research sprint, from initial qualitative and quantitative research and testing, customer journeys, and user testing
- Synthesizing actionable insights to ensure product teams build the right features
- Analyse failure or pain points within services and experiences and identify root causes for that failure
- Leverage data and understand design implications and opportunities
- Combines oversight with hands-on work for deliverables which clearly and persuasively communicate the product UX strategy, findings, and reasoning behind it.
- Ensuring that designers design through a customer lens and create a truly magical Customer Experience for Customers.
What we are looking for
- Bachelor’s / Master’s degree in relevant field or equivalent professional experience
- 5+ years in a similar role with creative agencies or consultancy groups
- CX, Digital, Digital Product Strategy
- Experience with user research skill set: discovery and exploratory research, usability testing, online surveys, customer interviews, contextual inquiry, mystery shopping
- expertise in the design thinking methodologies, well versed in rapid prototyping and iterative processes
- Ability to clearly articulate strategy, and the thinking behind it, to stakeholders and project teams
- A flexible thinker with good instincts and high empathy as it relates to human emotion and behaviour
- Experience Strategist / Creative with a proven track record of developing product experiences that have succeeded in the marketplace
- Deep understanding of digital product lifecycle; are comfortable working with designers, technical & business teams
- Experience in customer journey mapping, measurement, process improvement and strategy
- Know how a product should look, feel and work, and understand what users need and want in the digital space and in real life
- Deep knowledge in conducting qualitative research and a solid experience with formulating, conducting, leveraging, and reporting on qualitative user research
- Excellent at storytelling, writing and presentation skills
- You have excellent leadership, time management and relationship management skills.
- You are curious with a bias toward action and thrive in a fast-paced organization.
- The ability to work 100% remotely from your own home office
