As a CX Strategist, you will use storytelling, project management skills, data-centered decision making, and research practices to help bring the Voice of the Customer to life through journey mapping. Your work will help to identify and detail customer expectations and realities and uncover gaps or points-of-friction in the current-state customer experience; acting as a motivator and decision/prioritization framework to influence partners to act on insights generated from the journey maps
Leverage data sources such as VOC and operational metrics, CX insights, and various research tactics and findings to fully understand our customer's expectations and experiences
Facilitate cross-functional ideation sessions and partner on research initiatives to advise decision-making
Use customer-centric tools such as journey maps, personas, and CX/operational data to show the end-to-end current state and ideal future state customer journeys/experiences
Identify and help prioritize the most critical gaps in providing an ideal customer experience and make compelling recommendations to address opportunities in our customer experiences
Advise and work with partners on customer improvement opportunities; supervising results against core critical metrics
Periodically review and update historical journey maps to ensure artifacts represent current state experiences and have the most up-to-date analytics and segmentation/persona insights
2 - 4 years of relevant experience in CX, journey mapping, or similar role related to the responsibilities of this position
Strong analytical skills; ability to analyze and translate data-driven insights into recommendations
Builds and maintains relationships and collaborates; including internal business partners, customers, strategists, data analysts, etc.
Excellent presentation and communication skills, specifically in crafting and delivering clear and impactful messaging/presentations
Ability to influence cross-functionally and establish credibility with senior audiences
Able to work independently and with ambiguity; desire to craft processes
Skilled or experience with customer journey mapping techniques; facilitating workshops, developing a customer journey map, conducting research, etc.
Experience defining and tracking metrics and implementing initiatives to improve operational and CX performance
Experience crafting personas and customer segmentation, and using both to depict current state and ideal end-to-end state customer experiences
Experience building cost benefit models
Highly organized self-starter, with a data-driven mentality and bias towards action
Customer Experience certification a plus (ex: CCXP)
About Our Company
At Ameriprise Financial, we're not just in the business of helping clients with their financial goals - we also help our advisors and employees reach their true potential by embracing an inclusive and collaborative culture. We celebrate the unique qualities and reward the contributions of our talented, passionate employees. If you're motivated and want to work for a strong, ethical company that cares about you and your community, take the next step with Ameriprise Financial.
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.