Job Details

ID #31980293
State Illinois
City Chicago
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source Virtusoft
Showed 2022-01-18
Date 2022-01-14
Deadline 2022-03-15
Category Food/beverage/hospitality
Create resume

Senior Manager, Customer Experience & Innovation (CX&I)

Illinois, Chicago, 60290 Chicago USA

Vacancy expired!

Job Title:

Senior Manager, Customer Experience & Innovation (CX&I)

Location- Chicago, IL (Remote until covid)

Job description:
  • Provide senior-level consulting, planning, and leadership of DBT strategy, new product innovation, and service design journey reinvention projects
  • Participate in all phases of strategy, from context framing to value proposition
  • development, the definition of roadmaps and design, and ongoing consultation
  • Articulate and frame a client’s customer and business problems, and the mutual
  • value of recommendations, initiatives, solutions and phases of a strategic roadmap
  • Leverage a breadth of experience in customer insight, market insight, business
  • strategy, product and service design thinking and technology into actionable
  • strategy and execution that will delight and serve customers
  • Advocate for customers and b2b colleagues and the “experience” in conversations with
  • cross-disciplinary teams, company leaders and analysts to grow the influence of
  • experience thinking
  • Lead point of view development in net new business, identify organic growth
  • opportunities within projects and existing client relationships
  • Synthesize information quickly, and apply this deftly through a combination of
  • foresight, experience, and agility
  • Facilitate high stakes meetings, working sessions and workshops with sensitivity to
  • client and team needs
  • Trace and clearly shape data and observations into actionable insights, implications,
  • and initiatives for our clients
  • Lead strategic engagements that involve shaping a customer experience strategy
  • through the deep analysis and understanding of generative research as well as ‘lean’
  • or hypothesis led approaches that use the principles of design thinking to build
  • strategies through continuous prototyping and refinement of a value proposition
  • Devise and manage projects and key tracks of work (including other individuals) in
  • accordance with established budget, work plans and quality standards while
  • demonstrating measurable value and satisfaction for the client
  • Collaborate with clients and internal partners to generate ideas, products and
  • strategies that utilize innovative technology and emerging channels–web, mobile,
  • social, chat, kiosk, etc. – to complement traditional modes of service
  • Contribute to thought leadership internally in the form of practice development
  • with the global Strategy & Consulting capability group; participate in the
  • development and ongoing improvement of industry propositions and capability
  • services through industry presentations and publishing

Your Skills &; Experience:
  • Experience working with global Tier 1 brands and clients across different categories in a relevant role including: experience strategist, service designer, innovations strategist, digital strategist, experience research, etc.
  • Demonstrated experience in DBT strategy; customer journey transformation; agile-at-scale concepts, new proposition, product, service and business model innovation; customer value management; innovation capability building
  • Extensive knowledge of, and experience with, a range of user experience methods and tools including:
  • Experience modeling and blueprinting
  • Customer type creation
  • Prioritization frameworks
  • Roadmap development
  • Highly proficient at experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
  • Expertise in analysis of research (and research findings) and their application to strategy development and briefing
  • Led diverse teams of 5 or more people in dynamic and globally diverse environments with an ability to inspire innovation and great work
  • Comfortable working with a range of disciplines–design, management consulting, technology, product, etc.–from strategy definition to implementation
  • Proven ability to handle large-scale, complex systems problems
  • Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener
  • Successful record of developing relationships with clients, colleagues and partners
  • A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry
  • Post-Covid safety assumed, travel required (50%)
Set Yourself Apart With:
  • Customer research fluency
  • Deep experience in one or more of Financial Services, Energy, Retail, Transportation, Health, Hospitality.
RegardsJay | Virtusoft IncT: |E: jay at virtusoft.us |W: www.virtusoft.us

Vacancy expired!

Subscribe Report job