CX Experience Architect
ONWARD SEARCH, Jefferson City, MO, United States
We’re partnering with a leading financial services company to find a talented CX Experience Architect. This hybrid, on-site role offers an opportunity to shape seamless customer journeys within a dynamic organization. The position is initially temporary, lasting approximately 7 to 12 months.
CX Experience Architect Responsibilities:
Design comprehensive end-to-end customer journey frameworks by analyzing interactions and identifying opportunities for improvement.
Develop detailed journey maps, service blueprints, and experience flows that capture the full customer experience.
Collaborate with platform teams to operationalize omnichannel orchestration using tools like Adobe Journey Optimizer and Salesforce Marketing Cloud, establishing rules for personalized engagement.
Partner with analytics teams to track success metrics such as NPS and CSAT, utilizing insights to prioritize enhancements and drive ongoing improvements.
Lead and facilitate cross-functional collaboration, communicating project scope, risks, and progress clearly while providing CX guidance and best practices.
CX Experience Architect Qualifications:
More than 5 years of experience in customer experience, experience architecture, or related fields, with a proven track record designing and refining digital customer journeys.
Expertise in journey mapping, service blueprinting, and using omnichannel orchestration platforms like Adobe or Salesforce.
Strong analytical ability to interpret data and convert insights into strategic actions.
Excellent communication and presentation skills, capable of explaining concepts to both technical and non-technical audiences.
Experience planning and evaluating usability tests and A/B experiments, with a growth mindset and eagerness to learn new tools and methods.
Perks and Benefits:
Medical, dental, and vision insurance.
Life insurance.
401(k) program with company match.
Commuter benefits.
Access to eLearning and ongoing training.
Education reimbursement.
Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.
If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.
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CX Experience Architect Responsibilities:
Design comprehensive end-to-end customer journey frameworks by analyzing interactions and identifying opportunities for improvement.
Develop detailed journey maps, service blueprints, and experience flows that capture the full customer experience.
Collaborate with platform teams to operationalize omnichannel orchestration using tools like Adobe Journey Optimizer and Salesforce Marketing Cloud, establishing rules for personalized engagement.
Partner with analytics teams to track success metrics such as NPS and CSAT, utilizing insights to prioritize enhancements and drive ongoing improvements.
Lead and facilitate cross-functional collaboration, communicating project scope, risks, and progress clearly while providing CX guidance and best practices.
CX Experience Architect Qualifications:
More than 5 years of experience in customer experience, experience architecture, or related fields, with a proven track record designing and refining digital customer journeys.
Expertise in journey mapping, service blueprinting, and using omnichannel orchestration platforms like Adobe or Salesforce.
Strong analytical ability to interpret data and convert insights into strategic actions.
Excellent communication and presentation skills, capable of explaining concepts to both technical and non-technical audiences.
Experience planning and evaluating usability tests and A/B experiments, with a growth mindset and eagerness to learn new tools and methods.
Perks and Benefits:
Medical, dental, and vision insurance.
Life insurance.
401(k) program with company match.
Commuter benefits.
Access to eLearning and ongoing training.
Education reimbursement.
Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.
If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.
#J-18808-Ljbffr