Track record of managing large, global, and cross-functional initiatives Strong stakeholder management and influencing skills to ensure a cohesive customer journey: Establish cross-functional team effort to deliver goals ranging from content optimization to inventing new communication channels.Globally minded and comfortable with huge scale: Experience working within a globally distributed organization and large scale SMB + consumer customer base with translated & localized content.A proven people leader: Lead and develop a team of content designers and strategists.
You are able to take the analysis and present a compelling vision for change Derive content opportunities using quantitative and qualitative analysis. Process and data driven: Knowledge of Kaizen, six sigma, lean, or other data-driven approaches to eliminating defects or decreasing waste.Experience with UX Design Thinking - understands the principles of good user experience and can apply those to product flows on the web and mobile devices. An expert in customer journey design: Passionate about providing customers an effortless experience at every touchpoint.This includes development and design of customer experience strategies, journeys and workflow mapping, and analyzing data specific to VOC and VOE. You have the ability to clearly understand and envision the full end-to-end customer experience. Experience with CX Strategic thinking and experience design principles. A strategic thinker to design the future: Proven ability to develop and lead execution of successful self-service experiences aimed at decreasing customer effort.A proven executor: Knows what great looks like in relation to scalable support solutions with experience owning, building and optimizing a best in class help center.
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