Marketing - Strategist, Customer Exp

About the Role

Key Responsibilities

• Conducts, gathers, and defines preparatory research to understand needs of customers, including developing research plans, personas, journey maps, and leading ideation sessions.
• Designs and facilitates ideation sessions with stakeholders, including future-state journey mapping, card sets, brainstorm sketching, and paper prototypes.
• Creates implementation guidelines and transition plans to product owners.
• Illustrates the vision for the product through product roadmap creation, identifying the problem the product will solve, its relation to company goals, measurable objectives, and marketing the business case.
• Plans product solutions that describe target users and assesses trends, technologies, vendors, and potential partnerships.
• Works with business teams to understand challenges and goals, aligning with CX strategy and objectives.
• Champions implementation of CX strategy and a customer-focused culture across the organization.
• Collaborates with Consumer Insights team on consumer trends, industry updates, and sales reports.
• Builds consensus and provides clear direction during cross-functional collaboration.
• Develops trust and accountability with internal clients and stakeholders.
• Leads associate-engagement strategies, including building empathy for the customer.
• Acts as the voice of the customer, ensuring customer needs are present in discussions and projects.
• Champions the use of customer insights such as VOC, analytics, and journey mapping.
• Develops and presents business cases for new products or solutions at all organizational levels.
• Creates action plans considering future scenarios, opportunities, and risks.
• Ensures tracking mechanisms are in place to measure success or failure of initiatives.
• Drives product and solution innovation and acts as a project manager when needed.
• Takes ownership of team results by quantifying and qualifying contributions.

Requirements

• Bachelor's Degree in Marketing, Business, Design Strategy or related field.
• 8 years of progressive experience in product management, marketing strategy, design strategy, or marketing project management.
• Ability to perform each essential duty satisfactorily.

Nice to Have

• Executive presence and ability to influence leadership teams.
• Experience leading multi-disciplinary teams through human-centered design processes.
• Excellent oral, written, and presentation skills for diverse audiences.
• Strategic thinking about issues impacting portfolios or business units.
• Strong knowledge of primary research approaches including quantitative and qualitative methods.
• Ability to think critically and creatively while managing complex projects and customer expectations.
• Excellent Microsoft and/or Adobe Suite skills.

Qualifications

• In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required.