Customer Experience (CX) Strategist

Remote, USA
Contract
Customer Service
Posted on: October 27, 2022

Hiring Range: $25.93 - $32.41PLEASE NOTE: The hiring range applies to US-based employment and may be higher in certain US geographic locations.

Overview

This experience strategist accelerates Compassion’s excellence in customer experience (CX) while driving enhancements across critical, omnichannel touchpoints within the end-to-end sponsorship journey. This strategy lead leverages and champions the discipline of customer experience (CX) to design, build, and constantly enhance experiences to deepen Compassion’s connection with our customers – which in turn deepens the impact they make with our mission. She or he actively studies and applies CX capabilities and best practices.

Please note: this is a full-time, temporary position from November 2022 - May 2023.

What will you do?

  • Maintains a personal relationship with Jesus Christ. Is a consistent witness for Jesus Christ, maintains a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully upholds Compassion’s ministry in prayer.
  • Acts as an advocate to raise the awareness of the needs of children. Understands Christ’s mandate to protect children. Commits to and prioritizes child protection considerations in all decision-making, tasks and activities across the ministry. Abides by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct. Reports any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately supports responses to incidents if they occur.
  • Develops and executes strategic plans for moments that matter within the sponsorship journey.
  • Tracks and organizes diverse sources of customer (VoC) program, including translating data, trends, and qualitative feedback into action and developing plans to socialize VoC data across the organization.
  • Maps user journeys, processes and experiences while informed by segments, personas and customer data. Leverages insights to identify and prioritize initiatives based on a customer-centric approach. Helps to build a clear plan of action that solves pain points, heightens moments that matter, and serves the mission.
  • Supports development and implementation of experience measurement, in partnership with research teams, to drive actionable insights and movement across critical experience metrics.
  • Studies and applies CX tools and coaching to teach colleagues.
  • Partners with cross-functional teams like market research, business intelligence, digital and user experience, to drive integration through the consistent lens of CX and customer need.
  • Provides strategic recommendations on CX capabilities and marketing technology to advance outcomes for customer and organization alike.

What do you bring?

  • Bachelor's Degree in a related field.
  • Preferred experience in journey mapping and/or customer experience.
  • Equivalent education, training and/or certification may be substituted for experience and education shown above

Why work here?

  • The mission: Join a team that is motivated to release children from poverty in Jesus’ name.
  • Our benefits: Receive generous paid time off, 10% contribution to a 403(b) retirement fund on top of your salary, excellent healthcare coverage, free short-term professional counseling, and
  • more
  • Spiritual growth: Participate in regular chapel services, prayer groups, and department devotionals.

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Customer Experience (CX) Strategist

Compassion

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