Head of Customer Experience

Austin, Texas

Start 09/24/2020

Permanent

As the Head of Customer Experience (CX), you will map out the entire customer journey for all web presences and mobile apps (i.e. initial contact, web usage, receipt of medical device, customer service, etc.). You have a proven track record of leading full product ideation using the voice of the customer for high growth startups or incubators.

Job Description

As the Head of Customer Experience (CX), you will map out the entire customer journey for all web presences and mobile apps (i.e. initial contact, web usage, receipt of medical device, customer service, etc.). You have a proven track record of leading full product ideation using the voice of the customer for high growth startups or incubators.

 

Deliverables:

  • Redesign our current e-commerce product website and create a new consulting and data services mobile first website by mapping out the customer journey, story boarding, and creating wireframes.
  • Make sure our websites are designed with the voice of the customer with a streamline and consistent experience.
  • Work with all departments (i.e. marketing, creative, production, web developers, operations, etc.) to understand internal requirements and delight the customer.  
  • Use a collaborative and iterative process with prototypes inviting early feedback at all stages.
  • Evolve our website guidelines supporting globalization for international deployments.

 

Requirements:

  • 8-10+ years of managing customer-facing organization in a high growth environment
  • Experience creating website storyboards and wireframes for B2C (and B2B familiarity)
  • A radical and diverse design portfolio, proving an intuition for customer experience, meeting internal/external requirements and innovation,
  • Experience working in a collaborative environment
  • Experience working with an agile methodology (specifically, Scrum framework)
  • Motion graphics knowledge is a plus
  • Familiarity with website implementation processes, tools, and coding languages
  • Experience with ethnography and ability to synthesis & present findings/ insights
  • Strong empathy for customers and passion for revenue and growth
  • Ambition and the ability to lead tasks in a startup environment

 

Tasks & Responsibilities:

  • Plan and conduct user research and competitor analysis
  • Interpret data and qualitative feedback
  • Create user stories, personas, and journeys
  • Increase Quality of Service (QoS) and customer experience via data, metrics, & analysis
  • Create wireframes and prototypes
  • Conduct usability testing

 

Additional Skills:

  • Adaptability
  • Communication, collaboration and teamwork
  • Problem-solving
  • Design thinking
  • Strong thought leader
  • Research hound
  • Ability to synthesize and present findings at all levels in company
  • Ability to manage projects and deadlines
  • A user-centric mindset
  • Attention to detail
  • Creative and analytical approach
  • Understanding of interaction design principles
  • Strong proficiency in industry tools (i.e. Adobe CC, Sketch, Excel/Numbers, PowerPoint/Keynote, SalesForce Journey Editor, etc.)
  • Business know-how: Understanding of business metrics and the ability to translate company goals and objectives into digital experiences