Customer Journey Specialist/Strategist

This is an on-site position. Homemakers will only consider local candidates and there is no relocation package.

Position Summary

The Homemakers Experience Management Team is responsible for the creation, growth, and optimization of the Homemakers shopping experience. We strive to create and map the customer's journey from discovery to the point of purchase, and nurture current customers with customized and tailored experiences. We are looking for someone to join us as we continue to lead in the creation of a cohesive brand across all customer touchpoints.

As the CX Strategist, you will focus on delighting customers at every stage of the brand experience by connecting and studying all customer interactions and impressions. You will be building models and frameworks that enable the Experience Management Team to document, study, and forecast the next natural action of a given customer throughout their lifecycle. The CX Strategist’s responsibilities include assessing and documenting the customer’s current journey to identify areas of improvement that will positively impact business and deliver a good customer experience. To design, optimize, and tailor the customer experience, the CX Strategist must consider internal data and system constraints as well as collaborate with the buying team, developer/IT team, customer support teams, marketing, and other stakeholders to make necessary improvements.

Requirements & Responsibilities

• Take ownership of the entire customer journey by documenting the current experience and designing, planning, and implementing the future state of customer interactions.
• Continuously monitor and assess the customer journey, making improvements as needed to enhance customer satisfaction, adoption, and conversion.
• Develop a deep understanding of how to create experiences that prioritize the needs and preferences of our customers and business.
• Utilize data-driven insights to inform the design process, ensuring that customer-centric experiences align with business objectives and deliver results.
• Collaborate closely with various departments including the buying team, marketing, IT, sales, and customer service.
• Partner with the Experience Management Team to execute the designed customer experiences.
• Develop and communicate a Journey Map and/or Atlas that provides clear direction to the design team, content team, and channel owners, ensuring alignment with the overall customer experience strategy.
• Conduct and collect primary and secondary research based on customer needs and segmentations to paint a fuller picture of the customer and related journey map(s).

Qualifications

• Bachelor’s degree in marketing, customer experience, or similar experience
• Minimum 3 years work experience. We focus on the right fit, regardless of experience level.
• Proficiency with journey mapping, integration of data-driven insights, advocating for the customer.
• Advanced experience customer research: primary and secondary.
• Experience with creating and presenting customer experience maps, flows, etc.

Benefits

• Medical, Dental, and Vision Insurance
• Free Company-Paid life insurance
• 401(k) matching up to half of 8%
• Employee discounts, including at Nebraska Furniture Mart
• 3 Weeks PTO per year
• Paid Parental Leave
• Volunteer Time Off Program
• Paid Holidays
• On-Site Starbucks