Job Description:

• The business enablement team within Client is looking for a solution lead with deep Customer Experience understanding and expertise. The candidate must have business and technical systems expertise as it pertains to the full lifecycle of customer journey. The candidate must have excellent communications skills and an aptitude for close collaboration with business leadership, product engineering and applications engineering teams.

Responsibilities:

• Interface with the various Post Sales Operations and Engineering teams to define comprehensive process and system strategies that provide flexibility and are scalable as well as sustainable.
• Contribute to CX strategies by providing comprehensive capability development analysis and solution development roadmaps to implement goals defined by the strategies.
• Support business partners in drafting business cases for new initiatives.
• Document and maintain detailed customer journey maps, process workflows, and associated systems maps. Guide CX team through UAT. Develop acceptance criteria for new solutions being deployed.
• Break down business needs into small value deliveries:
• Create Features and Stories from Initiatives and Epics.
• Capture requirements into the single source of truth (Jira/Confluence).
• Validate requirements traceability with engineering.
• Facilitate workshops with cross functional teams to gather detailed requirements.
• Develop strategies and associated requirements for gaining customer insights through the data residing in different systems with respect to integration, data collection, and visualization.
• Identify opportunities for process and system optimization near and mid-term and contribute to long range strategic planning.
• Minimal domestic travel may be required.

Requirements:

• At least 5 years experience in CX space spanning Customer Lifecycle from interest/inquiry to orders to post sales ops processes.
• 5 years of customer journey, user stories, and business requirements writing.
• Deep understanding of CX metrics such as NPS and how to leverage insights from Voice of Customer.
• 3 years of experience with Agile and Scrum techniques.
• Experience using various tools and platforms for CX management (e.g., Medallia, Salesforce).
• Working business understanding of New Product Introductions, New Market Entry, and Product Promotions from a CX perspective.
• Excellent communication, creative, critical thinking, problem-solving, planning, prioritization, teamwork, and organization skills.
• Experience working in the high-volume consumer electronics industry.
• Strong analytical skills and interpersonal experience.
• Proven track record in building internal and external customer relationships.

Must-Have Skills:

• 5 years experience in CX space spanning Customer Lifecycle from interest/inquiry to orders to post sales ops processes. Consumer Product industry.
• 5 years of customer journey, user stories, and business requirements writing.
• Deep understanding of CX metrics such as NPS and how to leverage insights from Voice of Customer.
• 3 years of experience with Agile and Scrum techniques.

Nice-to-have Skills:

• Experience using various tools and platforms for CX management (e.g., Medallia, Salesforce).
• Working business understanding of New Product Introductions, New Market Entry, and Product Promotions from a CX perspective.
• FAANG Companies, high tech.