Sr. Customer Experience Strategist
hace 3 semanas
About Us:
At Bond we design, build, and manage creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some amazing directions, and as the Sr. Customer Experience Strategist, you will help shape and influence market-relevant, innovative Customer Experience strategy and program design, optimization, and management.
The Role:
As the Sr. Customer Experience Strategist, you will be responsible for the development and implementation of customer experience strategies aimed at helping our clients achieve their business objectives while enhancing customer satisfaction and loyalty. You have a proven track record of providing valuable, expert guidance as a trusted advisor. You are proactive in engaging with customers, solving challenges, and crafting growth strategies, whether virtually or in person, with the ability to travel as needed. You are a problem-solver with a passion for continuous learning and innovation. Your focus on market readiness and relevance is essential for success. Building strong relationships comes naturally to you, and you excel at working with both internal and external teams to find creative solutions to complex problems. You know how to cultivate foundational relationships and understand when to bring in cross-functional partners to elevate conversations, solutions, proposals, and initiatives to the next level.
A Day in The Life:
Develop and implement customer experience strategies, programs and create proposals that align with our clients' business objectives and drive broad customer experience and loyalty.
Collaborate with clients to understand their customer journey and identify opportunities for improvement and innovation.
Execute projects and lead project teams providing guidance, coaching, and support to ensure the successful execution.
Conduct customer research and gather insights to understand customer needs, preferences, and pain points.
Use data and analytics to measure and track customer satisfaction and loyalty and identify areas for improvement.
Develop and implement customer journey maps and touchpoint analysis to identify areas of improvement and optimize the customer experience.
Collaborate with cross-functional teams, including marketing, sales, and operations, to ensure a seamless and consistent customer experience across all touchpoints.
Implement customer closed feedback mechanisms, such as surveys and feedback loops, to gather insights and drive continuous improvement.
Facilitate virtual, hybrid and face to face workshops, trainings and meetings, and leading projects to success by strengthening bonds with participants.
Stay up to date with leading industry trends and best practices in customer experience management and incorporate them into our client programs.
Build strong relationships with clients, serving as a trusted advisor and strategic partner in their customer experience initiatives.
Are You the One?
Located in either Madrid or Barcelona.
Bachelor's degree in business, marketing, or a related field (Master's degree preferred).
Business fluent in Spanish and English is required, with an additional EU language (preferably Italian, French, or German).
Consultancy experience, particularly in Customer Experience Management, Employee Experience, Culture or Transformation.
Proven experience in facilitating workshops, meetings, and discussions, with the ability to guide groups towards actionable outcomes and foster collaboration across diverse teams.
Experience in designing, implementing, and managing loyalty programs is highly preferred, with graphic design skills is highly valuable.
Solid understanding of customer journey mapping, Change Management, Transformational Projects, and Customer Loyalty.
Experience in the loyalty marketing industry is highly valued.
Analytical thinker with the ability to leverage data and insights to inform decisions and foster continuous improvement.
Strong customer-centric mindset, driven by a passion for delivering outstanding customer experiences.
Excellent project management skills, with the ability to prioritize and manage multiple client programs concurrently.
Strong communication and interpersonal skills, adept at building relationships with clients and internal stakeholders.
Proficient in customer experience software and tools.
Why Bond?
Joining us means being part of a team that lives by the mantra “Create Bonds.” We celebrate our collective drive, reward innovative thinking, and always maintain a focus on fostering relationships, both internally and with our clients.
Ready to Make Your Mark?
If you’re passionate about shaping the future of loyalty and making a real impact, we want to hear from you Apply now to become a part of our dynamic and innovative team.
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