Customer Experience Strategist

5 months ago


Dubai, United Arab Emirates Brainlake Advertising LLC Full time

**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.



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