Customer Experience Strategist - UAE KSA
Brainlake Advertising LLC, United Arab Emirates

Seeking an ambitious and energetic Customer Experience Strategist to join our growing team and work on CX strategies.

The primary purpose of the role is to deliver customer experience excellence by turning client briefings into top-notch experience design, achieved by creating meaningful and engaging experiences for our client’s users through the design of the brand experience touchpoints and it’s digital products, services, and systems.

Requirements

Responsibilities:

• Vision Workshops - Conduct visioning workshops with client stakeholders to develop the cognitive vision and strategic objectives of the client and define the client's guiding principles.

• Define Vision and Mission - Define the cognitive vision, mission and strategic pillars for the client.

• Strategic Objectives and Initiatives - Define the strategic objectives and key initiatives that are required to be undertaken by the client in order to meet the vision of the client.

• User Personas - Review the anticipated target audience for each pillar to identify and develop the user personas, define their service needs, requirements, drivers, motivations, and understand their expectations from the client.

• User Journeys - Identify the user journeys for the aforementioned personas. Develop the persona's user journeys and identify how the users will use client's services.

• Identify the Digital Touch Points - Identify user's digital touch points based on the identified personas, user journeys and the services that have been identified.

• Experience Workshops - Conduct workshops with the client's stakeholders to validate the identified personas, their requirements, and the experience being defined in their journeys.

Qualifications:

• 4+ years of experience in digital agencies as a CX or Service design.
• Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices.
• Excellent organizational, verbal, presentation/facilitation and written communication skills (Arabic is a Plus).
• Strong UX or service design background.
• Excellent interpersonal and communication skills.
• Detail oriented and critical thinker Journey mapping experience.
• Workshop facilitation.

Job Rewards and Benefits