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CX Strategist

Job title: CX Strategist
Contract type: Full-time
Location: Atlanta
Discipline: Technology
Remote: Yes
Reference: 408412
Contact name: Christine Lyle
Job Published: January 01, 1970

Job description

CX Strategist

Client Overview:

Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multi-channel campaigns, CRM, ecommerce and analytics tools.

What you’ll do here:

  • Develop new customer feedback strategies to account for stakeholder needs and improve quality of customer feedback, while reducing burden on the customer. Methods include short-term/long-term surveys, event-triggered prompts, live chat prompts, A-B testing scenarios, and identification of new analytics event tags and classifications.
  • Determine the story in the data to create and present relevant findings, analysis and recommendations to improve CSAT and other CX KPIs. Perform deep dive data analyses using cross-channel supplemental data sets (Support, social sentiment, FullStory, etc.)
  • Identify gaps in measurement, create business cases and advocate for the "tags & tools" we need to measure CX across the complete customer journey to maximize visitor engagement, conversion to trial, new user on-boarding, conversion to paid customer, upsells, account management, and retention
  • Act as a consultant and liaison among stakeholders, leadership, and other research teams to help enable customer-centric decisions.
  • Serve as ambassador for the customer experience through customer data and to truly represent the customer perspective throughout the organization.

We’d love to hear from you if you have:

  • Demonstrated competency with analytical tools (Google Analytics, ForeSee, Qualtrics, Looker, Tableau, session replay, etc).
  • Previous experience with Voice of Customer strategy (survey development, feedback loops, and listening post opportunities to gain additional customer insights).
  • Experience with digital analytics, usability best practices, and user research.
  • Experience in organizing, planning and executing work from the visioning stage through implementation, involving numerous stakeholders.
  • Exceptional relationship-building, presentation, and written / oral communication skills.
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