Customer Experience Strategist - Zolon Tech : Job Details

Job Description:

• Remote -- Occasional visit to the office
• The Customer Experience Strategist is responsible for planning, facilitating and executing human-centered design processes across multiple projects.
• This role is responsible for capturing the voice of the customer and working cross-functionally to deliver meaningful and diverse customer experiences.
• Conducts/gather/defines preparatory research to understand needs of customers. Ability to conduct Human Centered Design (HCD) research plans, which could include interview guides, participant observation, information-gathering tools, immersive research, SME conversations, surveys, and more. Develops personas, journey maps and leads others through the development of solution seeking How Might We...” statements. Designs and facilitates ideation sessions with a variety of stakeholders, including future-state journey mapping, card sets, brainstorm sketching, paper prototypes, etc. Creates implementation guidelines and transition plan to product owner.
• Illustrates the vision for the product through product roadmap creation – to include identifying the problem the product will solve for, how the product relates to the company mission or goal, define the measurable objectives and create and internally market the business case for the new product. Plans product solutions that describe the ideal users that represent the target needs. Assesses trends, technologies, vendors and potential partnerships

Required skills:

• knowledge base in Servicenow
• Content Strategist- SME
• Repository
• Management Exp

Education :

• Bachelor's Degree, Marketing, Business, Design Strategy or related field