Customer Experience Strategist

4 weeks ago

Sydney, New South Wales, Australia Infosys Singapore & Australia Full time

About the Role

We are seeking a highly skilled Customer Experience Specialist to join our team at Infosys Consulting. As a CX Specialist, you will be responsible for developing and executing strategies to improve the overall experience for our clients' customers across all touchpoints.

Key Responsibilities

  • Develop and implement customer experience strategies across all touchpoints, including web, mobile, social media, email, and in-person interactions.
  • Conduct research to understand customer needs, preferences, and behaviors, and translate them into actionable strategies.
  • Collaborate with client stakeholders, including product teams, marketing teams, customer services, and IT, to develop and execute CX and marketing initiatives.
  • Develop personas and journey maps to guide customer experience and product design, support marketing initiatives, and inform technology solutions.
  • Analyze customer feedback, sentiment, and behavioral data to identify opportunities for improvement and drive customer-centric decision-making.
  • Identify customer experience and marketing KPIs and metrics to measure the effectiveness of initiatives and ensure continuous improvement.
  • Stay up-to-date on emerging customer experiences and marketing strategies and technologies.

Requirements

  • Bachelor's degree in Marketing, Communications, Business Administration, or a related field.
  • Minimum of 3 years of experience in customer experience and marketing.
  • Demonstrated expertise in customer experience and marketing plan development and execution.
  • Strong analytical skills, with the ability to analyze complex data and identify patterns and insights.
  • Excellent verbal and written communication skills, with the ability to present insights to a wide range of stakeholders.
  • Familiarity with customer experience design tools, including customer personas, journey maps, and service blueprints.
  • Familiarity with customer experience measurement tools and metrics, such as NPS, CSAT, and CES.
  • Understanding of marketing operations, marketing technologies, and performance measures.

About Us

We welcome applications from all members of society, irrespective of age, sex, disability, sexual orientation, race, religion, or belief. We make recruiting decisions based on your experience, skills, and personality. We believe that employing a diverse workforce is the right thing to do and is central to our success.

We offer you great opportunities within a dynamically growing consultancy. You will elaborate and deliver best practice solutions and will be able to further develop your solution design, implementation, and project management skills. At Infosys Consulting, you will discover a truly global culture, highly dedicated and motivated colleagues, a cooperative work environment, and interesting training opportunities.

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